Stone, Patton and Heen: Difficult conversations: how to discuss what matters most

By Douglas Stone, Bruce Patton, Sheila Heen

Penguin, $22.95

Review: Gilbert Wong

The authors work at the Harvard Negotiation Project. They study that stumbling block so many of us face: the conversation we don't want to have.

It may be ending a relationship, saying no or confronting damaging behaviour, but the common thread is misunderstandings.

This is a useful map to help in the avoidance of pitfalls such as the confusion of impact with intent or the danger of regarding empathy as a solution.