When Talking Makes Things Worse! Resolving Problems When Communication Fails

Contents: Preface. 1. "What we\'ve got here is a failure to communicate." 2. Overview: Don\'t just keep talking!. 3. Why things get worse: the Great myth of Hidden harmony. 4. The solution: the four steps of strategic communication; Strategic step: i. Decide whether you have a misunderstanding or a true disagreement. ii. Create the other person\'s next move. iii. Use their own perceptions to convince them. iv. Predict the other person\'s response. 5. The strategic steps in action: Strategic questions and answers. 6. Thinking on your feet. 7. Reference tools. 8. Glossary and index of terms. 9. Index of tables. 10. Index of David Horsey\'s illustrations. Acknowledgments.

"We all know that the key to working things out is communication...right? People believe that if you listen and explain the problem openly, it will be solved. They are seduced by the Great Myth of Hidden Harmony: Deep down, we all agree; people just need to understand each other better.

When Talking Makes Things Worse! is the first popular book to explain what to do when understanding each other is not enough. It\'s the first to illustrate the true key to resolving a disagreement--strategy.

How can you develop the right strategy for your specific situation? Dr. David Stiebel introduces the method of strategic communication to help you think on your feet and persuade someone. There are four steps: i. Decide whether you have a misunderstanding or a true disagreement. ii. Create the other person\'s next move. 3. Use their own perceptions to convince them. 4. Predict the other person\'s response." (jacket)