000			02135aam a22002291i 4500
999			_c37112 _d37112
001			018919830
020			_a9780814432198
040			_aUOWD
082	0	4	_a658.45 EB HE
100	1		_aEbenstein, Donny _933044
245	1	0	_aI hear you : _brepair communication breakdowns, negotiate successfully, and build consensus ... in three simple steps _cDonny Ebenstein
260			_aNew York : _bAmerican Management Association, _cc2013.
300			_axiii, 273 p. ; _c24 cm.
504			_aIncludes bibliographical references and index.
520			_aIf 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.
650		7	_aBUSINESS & ECONOMICS / Conflict Resolution & Mediation _933045
650		0	_aCommunication in management _934503
650		0	_aCommunication in organizations _9643
650		0	_aInterpersonal communication _9730
650		0	_aInterpersonal conflict _933047
942			_2ddc _cREGULAR