Includes bibliographical references and index.

If you’ve ever tried negotiating through an unresolved conflict with a boss, colleague, employee, or client, then you know that it’s easier to sell ice to an Eskimo. Whether big or small, conflict eats into productivity and thickens further even the most stubborn of people. In short, conflict makes people feel stuck.Yet the key to conflict resolution is not as complicated as most think. The answer lies in better communication. No, not you learning more persuasive ways to make your point, but rather simply learning to actively listen to the other perspectives. In I Hear You, readers backed up against a wall built by conflict will learn proven techniques for stepping outside one’s point of view and seeing things from other perspectives. They’ll learn how to:• Tell the other person’s story--the cornerstone of real engagement• Look from the outside in and see themselves as others do• Recognize the role systemic factors play--and transform a conflict into a shared challenge• Overcome the defense mechanisms that derail dialogueComplete with sample dialogues that show how this shift in thinking leads to better conversations and greatly improved outcomes, this invaluable resource is the secret to changing opposition into understanding and mere talk into real trust.