CONTENTS

Acknowledgements

Introduction

Part One: The Problem and Approaches to It

Chapter 1. Difficult Conversations in the Workplace

Chapter 2. Closed and Open Approaches to Managing Difficult Conversations

Part Two: The Closed-to-Learning Approach

Chapter 3. Three Characteristics of Closed-to-Learning Thinking

Chapter 4. The Forms of Words that Result from Closed-to-Learning Thinking

Chapter 5. Annotated Examples of the Closed-to-Learning Approach

Part Three: The Open-to-Learning Approach

Chapter 7. The Forms of Words that Express Open-to-Learning Thinking

Chapter 8. Moving from Closed to Open Thinking in Difficult Conversations

Chapter 9. Annotated Examples of the Open-to-Learning Approach

Chapter 10. Using the Open-to-Learning Approach

Part Four: The Organisational Context and Closed and Open-to-Learning Approaches to Difficult Conversations

Chapter 11. Difficult Conversations that Stem from the Workplace and Its Culture

Appendix A. Where the Ideas in This Book Come From

Appendix B. Instructions for Key Exercise

References

Glossary

Index