Location 383:

No matter how good you get, difficult conversations will always challenge you. The authors know this from experiences in our own lives. We know what it feels like to be deeply afraid of hurting someone or of getting hurt. We know what it means to be consumed by guilt for how our actions have affected others, or for how we have let ourselves down. We know that even with the best of intentions, human relationships can corrode or become tangled, and, if we are honest, we also know that we don’t always have the best of intentions. We know just how fragile are the heart and the soul. So it is best to keep your goals realistic. Eliminating fear and anxiety is an unrealistic goal. Reducing fear and anxiety and learning how to manage that which remains are more obtainable. Achieving perfect results with no risk will not happen. Getting better results in the face of tolerable odds might. And that, for most of us, is good enough. For if we are fragile, we are also remarkably resilient.



Location 443:

1. The “What Happened?” Conversation. Most difficult conversations involve disagreement about what has happened or what should happen. Who said what and who did what? Who’s right, who meant what, and who’s to blame? Jack and Michael tussle over these issues, both out loud and internally. Does the chart need to be redone ? Is Michael trying to intimidate Jack? Who should have caught the error?   2. The Feelings Conversation. Every difficult conversation also asks and answers questions about feelings. Are my feelings valid? Appropriate?



Location 448:

Should I acknowledge or deny them, put them on the table or check them at the door? What do I do about the other person’s feelings? What if they are angry or hurt? Jack’s and Michael’s thoughts are littered with feelings. For example, “This is the thanks I get?!” signals hurt and anger, and “I’m under tremendous pressure” reveals anxiety. These feelings are not addressed directly in the conversation, but they leak in anyway.   3. The Identity Conversation. This is the conversation we each have with ourselves about what this situation means to us. We conduct an internal debate over whether this means we are competent or incompetent, a good person or bad, worthy of love or unlovable. What impact might it have on our self-image and self-esteem, our future and our well-being? Our answers to these questions determine in large part whether we feel “balanced” during the conversation, or whether we feel off-center and anxious. In the conversation between Jack and Michael, Jack is struggling with the sense that he has been incompetent, which makes him feel less balanced. And Michael is wondering whether he acted foolishly in hiring Jack.