Icw Jan 24 - Exemplar usado, pouco manuseado, conservado. brochura, dobra em capa, 250 páginas. The volume offers advice for handling these unpleasant exchanges in a manner that accomplishes their objective and diminishes the possibility that anyone will be needlessly hurt. The authors, associated with Harvard Law School and the Harvard Project on Negotiation, show how such dialogues actually comprise three separate components: the "what happened" conversation (verbalizing what we believe really was said and done), the "feelings" conversation (communicating and acknowledging each partys emotional impact), and the "identity" conversation (expressing the situations underlying personal meaning). The explanations and suggested improvements are, admittedly, somewhat complicated.