00476cam a2200145 i 4500020003100000040000800031082002600039245009200065300002800157490002900185500002000214650002800234650003300262710003500295  a9781633690783 (alk. paper)  cDLC00a658 HAR 2016 A116 Or.00aDifficult conversations :bcraft a clear message, manage emotions, focus on a solution.  aix, 110 pages ;c18 cm.0 a20-minute manager series  aIncludes index. 0aBusiness communication. 0aInterpersonal communication.2 aHarvard Business Review Press,