Difficult Conversations: How to Discuss What Matters Most

Remind yourself that if you think you already understand how someone feels or what they are trying to say, it is a delusion. Remember a time when you were sure you were right and then discovered one little fact that changed everything. There is always more to learn.

The single most important thing [you can do] is to shift [your] internal stance from "I understand" to "Help me understand." Everything else follows from that

The urge to blame is based . . . on the fear of being blamed

Paradoxically, there is also considerable persuasion power in inquiry and listening.

No matter how good you get at reframing, the single most important rule about managing the interaction is this: You can’t move the conversation in a more positive direction until the other person feels heard and understood. And they won’t feel heard and understood until you’ve listened. When the other person becomes highly emotional, listen and ack... See more

People almost never change without first feeling understood.