Buy new:
$20.90
FREE delivery May 24 - 28 on orders shipped by Amazon over $35
Ships from: Amazon
Sold by: MFGBOOKS
$20.90
Get Fast, Free Shipping with Amazon Prime FREE Returns
FREE delivery May 24 - 28 on orders shipped by Amazon over $35
Or fastest delivery May 22 - 24
$$20.90 () Includes selected options. Includes initial monthly payment and selected options. Details
Price
Subtotal
$$20.90
Subtotal
Initial payment breakdown
Shipping cost, delivery date, and order total (including tax) shown at checkout.
Ships from
Amazon
Ships from
Amazon
Sold by
Sold by
Returns
30-day easy returns
30-day easy returns
This item can be returned in its original condition for a full refund or replacement within 30 days of receipt.
Returns
30-day easy returns
This item can be returned in its original condition for a full refund or replacement within 30 days of receipt.
Payment
Secure transaction
Your transaction is secure
We work hard to protect your security and privacy. Our payment security system encrypts your information during transmission. We don’t share your credit card details with third-party sellers, and we don’t sell your information to others. Learn more
Payment
Secure transaction
We work hard to protect your security and privacy. Our payment security system encrypts your information during transmission. We don’t share your credit card details with third-party sellers, and we don’t sell your information to others. Learn more
$11.94
Get Fast, Free Shipping with Amazon Prime FREE Returns
Book is in good condition. Minimal signs of wear. It May have markings or highlights, but kept to only a few pages. May not come with supplemental materials if applicable. Book is in good condition. Minimal signs of wear. It May have markings or highlights, but kept to only a few pages. May not come with supplemental materials if applicable. See less
FREE delivery May 22 - 24 on orders shipped by Amazon over $35
Or fastest delivery May 21 - 23
$$20.90 () Includes selected options. Includes initial monthly payment and selected options. Details
Price
Subtotal
$$20.90
Subtotal
Initial payment breakdown
Shipping cost, delivery date, and order total (including tax) shown at checkout.
Access codes and supplements are not guaranteed with used items.
Kindle app logo image

Download the free Kindle app and start reading Kindle books instantly on your smartphone, tablet, or computer - no Kindle device required.

Read instantly on your browser with Kindle for Web.

Using your mobile phone camera - scan the code below and download the Kindle app.

QR code to download the Kindle App

Something went wrong. Please try your request again later.

Difficult Conversations: How to Discuss What Matters Most Paperback – November 2, 2010

4.6 4.6 out of 5 stars 3,887 ratings

There is a newer edition of this item:

{"desktop_buybox_group_1":[{"displayPrice":"$20.90","priceAmount":20.90,"currencySymbol":"$","integerValue":"20","decimalSeparator":".","fractionalValue":"90","symbolPosition":"left","hasSpace":false,"showFractionalPartIfEmpty":true,"offerListingId":"voHGzSplhlGScsY6Kvvyz%2BQkW3VEeaRODAmMIAg2rAvdEHeyVtfjB%2Fh%2BFUG%2F03A7lyDVByuDrU7D9WLhQoh3Z4%2BZmsrGX8CMNi64d9OUJIx4TUVZwzoJjJkveAw77ncZ5JFXN5J6%2B4cxnXudu9RV9h%2BNBxRgaJ0ojZO%2FFQfxdNIq%2Fy3Fmwv2fPiEvaSddZ8X","locale":"en-US","buyingOptionType":"NEW","aapiBuyingOptionIndex":0}, {"displayPrice":"$11.94","priceAmount":11.94,"currencySymbol":"$","integerValue":"11","decimalSeparator":".","fractionalValue":"94","symbolPosition":"left","hasSpace":false,"showFractionalPartIfEmpty":true,"offerListingId":"voHGzSplhlGScsY6Kvvyz%2BQkW3VEeaRO%2Fhj%2FbEkp1jgHtC3LfxozIKpT6bDvYVK2uu%2BsVEhARQjILWQzhJOt1Nmie9CJstis6WHNSnbcZq0cootXhSfZmWXqXRU5%2F63BM5UbUxc8nLLwg%2F9ca%2FqJ6arYXWVHQ09fZ0sYD1rdCtrgUapaheACTA57bwsZ8YNv","locale":"en-US","buyingOptionType":"USED","aapiBuyingOptionIndex":1}]}

Purchase options and add-ons

The 10th-anniversary edition of the New York Times business bestseller-now updated with "Answers to Ten Questions People Ask"

We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you
Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to:

· Decipher the underlying structure of every difficult conversation
· Start a conversation without defensiveness
· Listen for the meaning of what is not said
· Stay balanced in the face of attacks and accusations
· Move from emotion to productive problem solving
Read more Read less

The Amazon Book Review
The Amazon Book Review
Book recommendations, author interviews, editors' picks, and more. Read it now.

Frequently bought together

$20.90
Sold by MFGBOOKS and ships from Amazon Fulfillment.
+
$11.99
Get it as soon as Saturday, May 18
In Stock
Ships from and sold by Amazon.com.
+
$27.03
Get it as soon as Saturday, May 18
In Stock
Ships from and sold by Amazon.com.
Total price:
To see our price, add these items to your cart.
Details
Added to Cart
Some of these items ship sooner than the others.
Choose items to buy together.

From the Publisher

Difficult Conversations, Bruce Patton, Sheila Heen, Roger Fisher, help guide

Difficult Conversations, Bruce Patton, Sheila Heen, Roger Fisher, help guide

Difficult Conversations, Bruce Patton, Sheila Heen, Roger Fisher, help guide

Editorial Reviews

Review

“Does this book deliver on its promise of an effective way through sticky situations, whether ‘with your babysitter or your biggest client’? It does.”
—The New York Times

“These talented communicators blend a daunting array of disciplines into highly readable and practical advice.”
—Booklist

“I’m on my third reading. Half the pages are dog-eared. This is a mind-bogglingly powerful book. For life.”
—Tom Peters

“A user-friendly guide to mastering the talks we dread . . . a keeper.”
—Fast Company 

“Emotional intelligence applied to life’s toughest moments.”
—Daniel Goleman, bestselling author of Working with Emotional Intelligence

“The only people who shouldn’t read
Difficult Conversations are those who never work with people, anywhere.”
—Peter M. Senge, bestselling author of The Fifth Discipline

“How do you confront your ex-spouse who’s late picking up the kids? How do you tell a client their project took longer than expected and the bill is twice as high? How do you say ‘I’m sorry’? Start by picking up
Difficult Conversations.”
—Citizen

Difficult Conversations will be appreciated by readers who wish to improve oral communication in all aspects of their daily lives.”
—Library Journal

“Stone, Patton, and Heen illustrate their points with anecdotes, scripted conversations and familiar examples in a clear, easy-to-browse format.”
—Publishers Weekly

“The central insights of
Difficult Conversations so resonate with common sense that it is easy to overlook just how remarkable of a book it is . . . a must-read.”
—Harvard Negotiation Law Review

“Examples more clear-headed and advice more precise than we’ve seen before.”
—Dallas Morning News

“Stone, Patton, and Heen have written an extremely clear and unpretentious exposition of how to develop effective communication skills and a guide to achieving openness and constructive outcomes in dialogue . . . this book is, and probably for some time to come will be definitive.”
—Southern Communication Journal 

About the Author

Douglas Stone, Bruce Patton, and Sheila Heen teach at Harvard Law School and the Harvard Negotiation Project. They have been consultants to businesspeople, governments, organizations, communities, and individuals around the world, and have written on negotiation and communication in publications ranging from the New York Times to Parents magazine. Bruce Patton is also a co-author of Getting to Yes. Each of them lives in Boston, Massachusetts.

Stone and Heen are the authors of
Thanks for the Feedback: The Science and Art of Receiving Feedback Well (Even When It Is Off Base, Unfair, Poorly Delivered, and Frankly, You're Not in the Mood) (Viking/Penguin, 2014)

Roger Fisher is the Samuel Williston Professor of Law Emeritus, Director of the Harvard Negotiation Project, and the founder of two consulting organizations devoted to strategic advice and negotiation training.

Product details

  • ASIN ‏ : ‎ 0143118447
  • Publisher ‏ : ‎ Penguin Books; Anniversary,Updated edition (November 2, 2010)
  • Language ‏ : ‎ English
  • Paperback ‏ : ‎ 352 pages
  • ISBN-10 ‏ : ‎ 9780143118442
  • ISBN-13 ‏ : ‎ 978-0143118442
  • Item Weight ‏ : ‎ 2.31 pounds
  • Dimensions ‏ : ‎ 5.1 x 0.6 x 7.8 inches
  • Customer Reviews:
    4.6 4.6 out of 5 stars 3,887 ratings

About the authors

Follow authors to get new release updates, plus improved recommendations.

Customer reviews

4.6 out of 5 stars
4.6 out of 5
3,887 global ratings
Good book but half pages
3 Stars
Good book but half pages
I don’t know who’s printing it and where’s quality control. Yes I ordered with a bunch and get to it after “30 days” so can’t return. But this is such BS. Waste of money.
Thank you for your feedback
Sorry, there was an error
Sorry we couldn't load the review

Top reviews from the United States

Reviewed in the United States on October 26, 2022
Though as a Sociologist I had long resisted, the twin grinds of pandemic lockdowns and middle age finally brought me to my knees before the American God that is the self-help book/podcast. Along with my other favorites, such as Catherine Price and the Nagoski twins' contributions, "Difficult Conversations" is among the self-help resources that I find quite useful and somewhat sociological. I like "Difficult Conversations" because it seems to me to encapsulate what lawyers have learned about humanity, which is far, far more useful than the devastation that common-law lawyers wreak upon humanity in the practice of law. If only common law, and the Antienlightenment American judiciary, were liquidated, replaced with institutions for democratic development, and the profession of law set instead upon this Enlightenment project of coaching people to understand themselves, people, and human communication better, in order to improve our relationships ourselves, like adults with only one life to live.

What lawyers know about humanity comes down to this: From the ersatz "god particle" POV of lawyers, we are all part of the problem, all the problems. If even lawyers, with their two or three years of graduate education, can paint any individual human as at fault in any problem--And they can. That is what they do for a living.--then we all can face our own implication in the reproduction of relational messes. Prioritizing reintegrating human relations, we can tell our important relations how important they are to us, and show them how important they are by recognizing and affirming their brand (the identity they instrumentally and emotionally cling to), and by being curious about what they have to say about what's gone wrong, only after which, we can then tell our story.

I know what some of you are thinking: This book is wildly tone-deaf in a cancel-culture era vibing off the hallowed traditions of capitalist debt shame and the grueling legacy of shame-based religious population control. Yes. Yet if we want to have better relationships with important people in our lives, we need to get right with what it means to be a social human: We are all implicated, though certainly to varying degrees, given social hierarchy. But in the important *micro* relations that we live in--like work, family, and friend relationships, we tend to be a bit more equally implicated in the mess. It's just what it is to be social, to be human rather than an autonomous, mythical angel or demon.

To extricate ourselves from dehumanizing relationship incapacity, we learn to overmaster our fear of shame, blame, and righteous affect. People grip their self-righteous identities, which they have borrowed from aging political and commercial campaigns, and they use them to jockey for resources. But we also hope that people in our lives will take the responsibility to prioritize reason and caring above righteous affect. We can be that leadership.

I thought about "Difficult Conversation's" insights, and tried the communication recommendations. It feels a lot better than drowning in myopic, psychological-warfare storytelling with someone you need. It's not a one-shot deal, though, to reintegrate a long-bruised relationship. It's multiple conversations over time, in each of which it can be helpful to gird yourself to take on conversational responsibility. Imma keep this book around. Perhaps with practice, I will incorporate the approach and be able to more skillfully conduct difficult, reintegrative conversations--whether heading off trouble or restoring broken relationships-- with the important individuals in my life.
11 people found this helpful
Report
Reviewed in the United States on October 13, 2019
Conversations make up a significant portion of many of our days. Minor or major clashes can lead to issues at work and home, and may ultimately contribute to significant problems in our marriages, jobs, and friendships. Wishing for positive outcomes or for other people to be more reasonable seldom works.

“Difficult Conversations,” written by Douglas Stone, Bruce Patton, and Sheila Heen, offers constructive tips on how to navigate through those encounters. The authors tell us that “…human interactions are complex. Trouble arises from the intersection of styles, behaviors, assumptions, and interests, not because one person is all good and the other all bad.” In a potentially volatile conversation, it is normal to hear what we think is being said without fully understanding the other person, which can lead to defensiveness and blame. At other times, we believe so strongly that what we are saying makes sense that we fail to recognize that what the other person is saying makes sense, too.

Authors Stone/Patton/Heen offer up new paradigms in easily understood explanations. Countless examples of different conversations are offered, some demonstrating how many of us instinctively react followed by demonstrations of how we can turn the discussion around. While ideas like reflective listening are included, the authors target the problems that prevent us from achieving positive interaction, explaining how things like emotions can get in the way and how to deal with them. Reducing blame, managing what is referred to as The Three Conversations, and other helpful tips like reframing are fully explained in such a manner that it seems easy to add these tools to our repertoire and begin using them right away.

The authors, however, recognize that these conversations are not always easy, and they also address those stumbling blocks with multiple examples. In the end, Stone/Patton/Heen can’t prepare us for every possibility to come alone, but if we perform the preparations outlined in the book, we can’t help but continue to improve and become more adept at using the ideas they have shared. If you would like to improve any of your work or personal relationships, this is a fantastic book. Five stars.
19 people found this helpful
Report
Reviewed in the United States on February 10, 2014
This book is not about teaching one a bag of tricks or, acting unnaturally during negotiations. Rather, it informs on genuine, obviously well studied, techniques that refine natural interactions. It takes into account that opposing parties may be genuinely convinced of being in the right. It is not about beating down someone, devious machinations, or the art of brinkmanship. The information and thought process discussed in the book is just as applicable to daily interactions, as it is to significant and serious situations and formal negotiations. It provides easily adaptable techniques that enhance negotiation, while remaining respectful and considerate to oneself and the adversary. The reader is made to appreciate that there are two sides to a story and the solution most likely is to work to a third outcome, acceptable to all parties.
While the lengthy preface and foreword etc. were off putting and the beginning of the book appeared unpromising, in the sense that it seemed to follow the typical pattern of many such books by promising much. Therefore, I was afraid, similar to many it might turn out to be all smoke and mirrors. This book delivered. It is obvious that the authors have an impressive command of their subject matter, which is discussed in an interesting and easily understandable manner. It truly deserves its best seller status.
I would highly recommend this book to anyone seeking proficiency in the art of negotiation.
4 people found this helpful
Report
Reviewed in the United States on November 6, 2022
This book has thoroughly addressed the main issues in challenging conversations and offers some of the most practical suggestions I’ve ever heard. There’s a lot in here that I can use in my own life. I recommend it for anyone who struggles to communicate about hard things.
8 people found this helpful
Report
Reviewed in the United States on February 17, 2024
Good value for the information. Just read it In spurts.

Top reviews from other countries

Translate all reviews to English
fabian torres
5.0 out of 5 stars Muy útil
Reviewed in Mexico on January 29, 2023
Aprendí tips de escucha activa y comunicación que me han permitido mejorar relaciones y ganar ganar.
Isabelle L
5.0 out of 5 stars Great book for any situation!
Reviewed in Canada on September 28, 2022
I find this is one of those books that can help you in any difficult situation. From talking to your significant other, family, friends, coworker or collegue, this is a helpful book to read.
Cliente de Kindle
5.0 out of 5 stars Muy útil para conocerse mejor y conocer a los demás
Reviewed in Spain on March 31, 2023
Altamente recomendable para cualquier persona que quiera seguir trabajando sus habilidades sociales: escucha activa, empatía, resolución de conflictos, auto conciencia...
Aplica a cualquier área social: familia, trabajo, amigos, etc. Es un libro que regalaría a la gente que aprecio sin dudarlo.
Iordan Nedelcu
5.0 out of 5 stars Simply amazing
Reviewed in the Netherlands on February 20, 2023
Arguing with or for, is simply not the way. A must read! I sincerely encourage you to read it!
Customer image
Iordan Nedelcu
5.0 out of 5 stars Simply amazing
Reviewed in the Netherlands on February 20, 2023
Arguing with or for, is simply not the way. A must read! I sincerely encourage you to read it!
Images in this review
Customer image Customer image
Customer imageCustomer image
Cliente Amazon
5.0 out of 5 stars QUE LIVRO.. Que ensinamento.
Reviewed in Brazil on December 10, 2020
Livro incrivel e me ajudou muito a melhorar conversas com pessoas e momentos dificieis.. TODOS deveriam ler esse livro.