Don't let difficult conversations catch you off balance

10/28/2009 | Harvard Business Review online

Active communication is the key to handling awkward conversations, says Peter Bregman: ask lots of questions, actually listen to the answers and repeat what you're told to make it clear that you're paying attention. If you can make genuine communication your instinctive response to conflict, says Bregman, you can defuse most situations before they spiral out of control.

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