Difficult Conversations: How to Discuss What Matters Most
Douglas Stone, Bruce Patton, Shelia Heen 1999 Viking/Penguin Books

Based on fifteen years of research at the Harvard Negotiation Project, Difficult Conversations walks the reader through a proven step-by-step approach for how to have the toughest conversations with less stress and more success. It describes how to prepare yourself; how to start the conversation without defensiveness; and how to keep it constructive and focused regardless of how the other person responds.

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Research on Learning: Ways Of Learning:Social Networking