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• Published on: 2001-11-13
• Original language: French
• Number of items: 1
• Dimensions: 7.13" h x .91" w x 10.08" l,
• Binding: Paperback

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Welcome to a new era of business in which your brand is defined by those who experience it.

Do you know how your customers experience your brand today?

Do you know how they really feel?

Do you know what they say when you re not around?

In an always-on world where everyone is connected to information and also one another, customer experience is your brand. And, without defining experiences, brands become victim to whatever people feel and share.

In his new book X: The Experience When Business Meets Design bestselling author Brian Solis shares why great products are no longer good enough to win with customers and why creative marketing and delightful customer service too are not enough to succeed. In X, he shares why the future of business is experiential and how to create and cultivate meaningful experiences.

This isn’t your ordinary business book. The idea of a book was re-imagined for a digital meets analog world to be a relevant and sensational experience. Its aesthetic was meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And, the design of this book, along with what fills its pages, was done using the principles shared within.

Brian shares more than the importance of experience. You’ll learn how to design a desired, meaningful and uniform experience in every moment of truth in a fun way including:

• How our own experience gets in the way of designing for people not like us
• Why empathy and new perspective unlock creativity and innovation
• The importance of User Experience (UX) in real life and in executive thinking
• The humanity of Human-Centered Design in all you do
• The art of Hollywood storytelling from marketing to product design to packaging
• Apple’s holistic approach to experience architecture
• The value of different journey and experience mapping approaches

The future of business lies in experience architecture and you are the architect.

Business, meet design.

X

• Sales Rank: #50386 in Books
• Published on: 2015-10-19
• Original language: English
• Number of items: 1
• Dimensions: 9.80" h x .80" w x 7.80" l, .0 pounds
• Binding: Hardcover
• 256 pages

From the Inside Flap

X=EXPERIENCE

Do you know how your customers experience your brand today? Do you know how they really feel? Do you know what they say when you're not around?

Without defining experiences, brands will become victim to whatever people feel and share. In an always-on world where everyone is connected to information and also one another, customer experience is your brand.

Great products are no longer good enough to win in business. Creative marketing and delightful customer service too are not enough to succeed. Success and the future of business is experiential and this is the time to learn how to create and cultivate meaningful experiences.

This isn't your ordinary business book. It was actually designed to be a sensational experience. Its aesthetic is meant to evoke emotion while also giving new perspective and insights to help you win the hearts and minds of your customers. And the design of this book, along with what fills its pages, was done using the principles shared within.

Welcome to a new era of business in which your brand is defined by those who experience it.

The future of business lies in experience architecture and you are the architect.

From the Back Cover

EXPERIENCE IS THE MOST IMPORTANT THING IN BUSINESS.

YET, MOST EXECUTIVES AND ENTREPRENEURS NEGLECT THE VALUE OF DESIGNING EXPERIENCES FROM THE ONSET. THEY TALK, BUILD, AND SELL AROUND IT, WHILE STILL MISSING IT. WITH X, YOU WILL LEARN THE IMPORTANCE OF EXPERIENCE AND HOW TO DESIGN EXPERIENCES. WHY? BECAUSE EXPERIENCE IS EVERYTHING. EXPERIENCE IS HUMAN. EXPERIENCE IS SENSORY. THAT'S WHY THE FUTURE OF BRANDING IS EXPERIENCE ARCHITECTURE. IT'S PERSONAL. IT'S CULTURALLY AND CONTEXTUALLY RELEVANT. IT'S ASPIRATIONAL. AS YOU READ THIS BOOK YOU'LL QUICKLY REALIZE THAT IT'S INTENDED TO DELIVER A THOUGHTFUL AND INTENTIONAL EXPERIENCE. AND THAT'S THE POINT.

About the Author

BRIAN SOLIS is globally recognized as one of the most prominent thought leaders in business innovation. As a digital analyst, anthropologist, and futurist, he studies disruptive technology and its impact on business and society. More so, he humanizes technology's causal effect to help people see people differently and understand what to do about it. Brian has authored several bestselling books including What's the Future of Business (WTF), Engage!, and The End of Business as Usual. His blog, BrianSolis.com, is ranked as a leading resource for insights into the future of business, new technology and marketing. He also actively contributes to Forbes, MarketWatch and AdAge.

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9 of 9 people found the following review helpful.
Finally A Book That Nails The Process Of Actually Defining and Profitably Developing Customer Experience For Your Business
By Dave Lakhani
There is so much good to say about this book. This is the rare book that you'll end up highlighting, sticky noting and filling notebooks with your ideas after reading it and then you'll promptly read it again. This is a hands on, get dirty kind of book, if you use it for more than intellectual entertainment you'll be busy for quite a while building a model that works. But, if you take the time to actually do the work, implement the findings and look at the feedback, you'll take your business to the next level. X is the one book I'll give to all my clients this year and that will be part of their required work with me.

So if it is so great, what only four stars? I'll get to that.

What I think X does best is connect experience and brand. We've all known for a long time that a brand is simply a collection of experiences that people have with a product or service that they can bring to mind but few are able to adequately make that connection intentional. This book is the roadmap to becoming the brand of choice, the brand of conversation, the brand of sharing, the brand people buy. It doesn't matter if you are a service company, a product company, brick and mortar or online, the principles all apply.

Throughout the book you'll find many roadmaps that require you to actually do some work to come to the right conclusions for your business but you will if you do the work. The book is also full of well articulated case studies that show the outcome of the work for other companies, you'll find many you can relate to. The book also does a great job of showing you how to anticipate your customers wants and needs and get ahead of the curve in delivering experiences they desire but also experiences they don't even know they want yet and that is the competitive advantage this book gives.

The book is composed of 25 sections. It begins with What Is X and continues through Design, Persona, Storytelling and finishes with section 9.0, This is water - You'll have experienced the journey fully to finally understanding what is meant by the idea of customer experience but more importantly you'll know how to create them for your clients.

The section called The Grid will be of particular importance and may be one of the most profitable pieces of the book. In this section you'll develop a customer map where every ever leads to excellence at every connection. This is where designing your experience starts. The next very important segment of the book is journey mapping, it outlines the journey that your client takes throughout their lifetime with your company. We've often explored the idea of lifetime value of a customer but rarely do we explore what the journey looks like for the customer and where along the journey we can delight and surpass their expectations with experience.

Now here is the hard part and where the book fails and I'm not blaming the author for this at all, but it is the experience of reading the book itself. The book is full color, printed on heavy stock and that is the problem. As you are reading the book you'll come across pages that have a very dark background making them very hard to read in all but the best of light. And, if you want to use this as an actual working book, you'll have to add sticky notes to the book because on many pages you can't make notes in the margin because of the page color. This seems to be an emerging trend with a lot of books but if I can't easily read it and easily highlight it, it loses a star. For a book all about experience, the experience this one delivers is not quite there but that is completely trumped by the information inside. It is worth the aggravation to get the good stuff.

This book has the possibility of helping you create dramatic change in your business, change that will lead to raving fans and profitability. It isn't a fast read and it will take work but it is your roadmap to exceptional customer experiences.

This is a must read for every business owner, customer service team and CEO.

8 of 8 people found the following review helpful.
This is not a book to read but a book to look at
By Mark P. McDonald
Digital Design, Journey Maps, Experiences, Touch Points and Personas form a new language of experience design. The terminology, examples and connections across these ideas can be confusing, particularly for people used to creating technology and solutions in the prior model. This book provides a highly stylized but still effective overview of the design deliverables and process. However, the book is surprisingly less usable than one that is designed. The Format gets in the way of thus highly stylized coffee table style book on digital design

This book is in a long line of works that try to be graphically stunning -- showing off designer skills. while still conveying important information. The design too often overwhelms the content, making it less accessible and valuable to the reader. This is a paradox that a book about design could be designed in such a way as to make it less usable.

The basic point of the book is that experience increasingly determines who wins and loses in the digital economy. Its a concept that is well established by a number of other books. Solis goes one step further in showing you the elements of designing and developing experiences which is a real plus. But the book is rather unusable as its difficult to annotate -- given the dark pages. Its also difficult to read as the text is in different places on different pages. This is not a book you read -- its a book you look at, which is a shame because that can easily trivialize the content I am sure it will win print design awards, but print designers are not the 'users' or audience of this information -- not designing for the customer means its not designed.

The result is a book that you want to use and share with others, but the format gets in the way -- hence the three star rating.

5 of 5 people found the following review helpful.
Learn how to design profitable customer experiences!
By Douglas N. Burdett
[[VIDEOID:6a32cc183e224554236a826de911277]] Hi I’m Douglas Burdett, host of The Marketing Book Podcast and I’d like to tell you about the book “X: The Experience When Business Meets Design” by Brian Solis.

In his book, Brian Solis explains that the experience a customer has with your brand is now the most important thing in business.

A great product, creative marketing and delightful customer service are no longer enough to succeed. Yet, most executives and entrepreneurs neglect the value of designing experiences from the onset. They talk, build, and sell around it, while still missing it.

Need some proof? In the book, Brian Solis cites a Bain & Company study of 362 companies. 80% of those companies thought that they were delivering a “superior experience.” In truth, only 8% were, according to their customers. And how did that 8% do it? They designed the customer experience.

The other 92% were focusing on design of just the product or service delivery. More than 50% of a customer experience is subconscious, or how a customer feels.

With this book, you will learn the importance of experience and how to successfully design experiences for every step of your customer’s journey.

And, to listen to an interview with Brian Solis about “X: The Experience When Business Meets Design,” visit MarketingBookPodcast.com.

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The technology likely to have the greatest impact on the future of the world economy has arrived, and it’s not self-driving cars, solar energy, or artificial intelligence.

It’s called the blockchain.
 
The first generation of the digital revolution brought us the Internet of information. The second genera­tion—powered by blockchain technology—is bringing us the Internet of value: a new, distributed platform that can help us reshape the world of business and transform the old order of human affairs for the better.
 
Blockchain is the ingeniously simple, revolution­ary protocol that allows transactions to be simul­taneously anonymous and secure by maintaining a tamperproof public ledger of value. Though it’s the technology that drives bitcoin and other digital cur­rencies, the underlying framework has the potential to go far beyond these and record virtually everything of value to humankind, from birth and death certifi­cates to insurance claims and even votes.
 
Why should you care? Maybe you’re a music lover who wants artists to make a living off their art. Or a consumer who wants to know where that hamburger meat really came from. Perhaps you’re an immigrant who’s sick of paying big fees to send money home to loved ones. Or an entrepreneur looking for a new platform to build a business.
 
And those examples are barely the tip of the ice­berg. This technology is public, encrypted, and readily available for anyone to use. It’s already seeing wide­spread adoption in a number of areas. For example, forty-two (and counting) of the world’s biggest finan­cial institutions, including Goldman Sachs, JPMorgan Chase, and Credit Suisse, have formed a consortium to investigate the blockchain for speedier and more secure transactions.
 
As with major paradigm shifts that preceded it, the blockchain will create winners and losers. And while opportunities abound, the risks of disruption and dislocation must not be ignored.

Don Tapscott, the bestselling author of Wikinomics, and his son, blockchain expert Alex Tapscott, bring us a brilliantly researched, highly readable, and utterly foundational book about the future of the modern economy. Blockchain Revolution is the business leaders’ playbook for the next decade and beyond.

• Sales Rank: #13806 in Books
• Published on: 2016-05-10
• Released on: 2016-05-10
• Original language: English
• Number of items: 1
• Dimensions: 9.38" h x 1.16" w x 6.25" l, 1.25 pounds
• Binding: Hardcover
• 368 pages

Review

 “The blockchain is one of the most fundamental inventions in the history of computer science. Read Blockchain Revolution to understand its profound implications.”
—Marc Andreessen, cofounder, Netscape and Andreessen Horowitz
 
“The Tapscotts have written the book, literally, on how to survive and thrive in this next wave of technology-driven disruption. Likely to become one of the iconic books of our time.”
—Clay Christensen, author of The Innovator’s Dilemma
 
“Everywhere thoughtful people are trying to understand this revolutionary technology and how it might change the world. Team Tapscott has stepped up and written the book we’ve been waiting for.”
—Dan Schulman, CEO, Paypal
 
“Occasionally a book comes along that changes the global discourse. This is likely to be one of those books. Blockchains are at the heart of the fourth industrial revolution and the Tapscotts lucidly explain why and how to capture the opportunity and avoid the dangers.”
—Klaus Schwab, founder and executive chairman, World Economic Forum
 
“A carefully researched and beautifully written book. Blockchain Revolution argues that the ‘Internet of value’ will transform our lives. A must-read book for our disruptive times.”
—Dominic Barton, global managing director, McKinsey & Company
 
“Don and Alex brilliantly illuminate the technology that could profoundly impact the way we manage issues of trust, security, and privacy for years to come.”
—Indra Nooyi, chairman and CEO, PepsiCo
 
“The great missing element in the Internet has been a ‘trust protocol,” a way of knowing that a transaction is verified and authentic. Blockchain technology could provide a foun­dation for that. It’s a revolutionary idea, and this lucid book explains why.”
—Walter Isaacson, author of Steve Jobs
 
“What a spectacular book. Mind-blowing in its expansiveness and profundity. It makes me think we’re at one of those times in technological, economic, and social history where the sky is the limit.”
—Steve Wozniak, cofounder, Apple Computer and chief scientist, Prime Data

“The Tapscotts provide a thorough, balanced and enlightening guide to the next big thing.”
—Financial Times

“Father and son duo, Don and Alex Tapscott, have impeccable timing.”
– Forbes Magazine
 
“The Tapscotts’ make the bulls’ case in clear and compelling terms.” 
– Fortune Magazine
 
“Blockchain Revolution is a highly readable introduction to a bamboozling but increasingly important field.”
– The Guardian
 
“This is all very new and still unfolding but I recommend that you read Blockchain Revolution…it really is time to get with the global revolution.”
– The Huffington Post
 
“The Tapscotts have done a masterful job explaining why this is, truly, another revolution.”
– The National Post
 
“The Tapscotts present a mind-expanding perspective – and their enthusiasm makes you a believer in the revolution.” 
– Thomson Reuters
 
Editor’s Choice:  "The definitive, must-read book on a new revolution.”
– 800-CEO-READ
 
“This 368-page page-turner offers the first comprehensive look at the future of this emerging digital ecosystem.”
– Comstock’s Magazine
 
“Bitcoin is just the beginning. Imagine a personal-identity service that gives us control over selling our personal data.”
— The Wall Street Journal, Bookshelf
 
“In clear, engaging prose, they make blockchain intelligible to the rest of us…this richly sourced book overflows with entertaining examples of how blockchain could enhance our lives.”
– Oxford Economics

About the Author

DON TAPSCOTT is the CEO of the Tapscott Group and one of the most influential living theorists about business and society. In November 2013, Thinkers50 named Don as the 4th most important business thinker in the world. A June 2013 Forbes.com analysis of social media identified Don as the most influential management thinker in the world. He is the author or co-author of 15 widely read books about new technologies and new media in business and society, including Wikinomics and The Digital Economy.

 
ALEX TAPSCOTT is the CEO and founder of Northwest Passage Ventures, an advisory firm building blockchain companies. In 2014 he wrote the seminal report on governing digital curren­cies for the Global Solutions Network program at the Joseph L. Rotman School of Management at the University of Toronto. Prior to founding Northwest Passage Ventures, he worked for seven years in investment banking in New York and Toronto.

Most helpful customer reviews

63 of 67 people found the following review helpful.
Mostly harmless
By Peter L
An interesting read, but for the most part a harried chronicling of people and trends (mostly people) in a hyper dynamic space. A lot of Nobel laureate name dropping (to which, to their credit, they admit!). Has the feel of someone trying to get a book out there to take advantage of the thirst for new insight. Some good brain candy.

Would have expected a better "primer" on how block chain actually works. Given the audience this tome appears aimed at, a few paragraphs ("How this worldwide ledger works") seems a bit under-serving - particularly for such an avowedly history-changing paradigm. Readers must understand this thing before trusting it, which for the most part is mysterious and geeky. Demystification would help move blockchain out of the comfort zone of PhD's into the realm of the mere unwashed (in which this reviewer sits). And nothing on the mystery surrounding Satoshi himself - what's up with that? Given that we're dealing with a new trust paradigm, doesn't the fact of his anonymity (existence?) not at least merit some comment?

Only part I would recommend is found at Chapter 10 "Showstopper issues"... Ironic, of course but best analysis is here!

10 of 11 people found the following review helpful.
Explains the possibilities.
By Christopher Long
Excellent, clear & concise. I found this a great discussion about the possibilities of Blockchain. It covers present applications, and then takes the reader beyond the now into the realm of possibility! All the while based in realism, some ideas may flourish, some may fail. I recommend it to anyone wanting a foundational understanding of Blockchain.

7 of 8 people found the following review helpful.
The authors explain how the blockchain could be a force for good, improving the outcomes for millions of people
By Stephen_CY1973
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This popular book presents a clear and interesting approach for op-amp courses while examining four basic active filters, illustrating 5-V digital logic ICs, and more. It provides many detailed, practical design and analysis examples intended to relate theory to the workplace. Chapter topics include first experiences with an op amp; inverting and noninverting amplifiers; comparators and controls; selected applications of op amps; signal generators; op amps with diodes; differential, instrumentation, and bridge amplifiers; DC performance: bias, offsets, and drift; AC performance: bandwidth, slew rate, noise; active filters; modulating, demodulating, and frequency changing with the multiplier; integrated-circuit timers; digital-to-analog converters; analog-to-digital converters; and power supplies. For design engineers rs

• Sales Rank: #716295 in Books
• Published on: 2000-12-15
• Ingredients: Example Ingredients
• Original language: English
• Number of items: 1
• Dimensions: 9.10" h x 1.30" w x 7.40" l, 2.26 pounds
• Binding: Paperback
• 529 pages

From the Publisher
The best-seller of op-amps courses, this text examines four basic active filters, illustrates 5-V digital logic ICs, and more.

From the Back Cover

This popular book presents a clear and interesting approach for op-amp courses while examining four basic active filters, illustrating 5-V digital logic ICs, and more. It provides many detailed, practical design and analysis examples intended to relate theory to the workplace.Chapter topics include first experiences with an op amp; inverting and noninverting amplifiers; comparators and controls; selected applications of op amps; signal generators; op amps with diodes; differential, instrumentation, and bridge amplifiers; DC performance: bias, offsets, and drift; AC performance: bandwidth, slew rate, noise; active filters; modulating, demodulating, and frequency changing with the multiplier; integrated-circuit timers; digital-to-analog converters; analog-to-digital converters; and power supplies.For design engineers rs

Excerpt. © Reprinted by permission. All rights reserved.
Preface

The authors' intention in all previous editions of Operational Amplifiers and Linear Integrated Circuits has been to show that operational amplifiers and other linear integrated circuits are easy to use and fun to work with. This sixth edition has kept that basic philosophy. For the fundamental circuits, we have continued to use devices that are readily available, easy to use, and forgiving if a wiring error is made. Newer devices are introduced where the application requires it. We have preserved our original objective of simplifying the process of learning about applications involving signal conditioning, signal generation, filters, instrumentation, timing, and control circuits. This edition continues to reflect the evolution of analog circuits into applications requiring transducer signals that must be conditioned for a microcontroller's analog-to-digital input. We have kept circuit simulation using OrCAD® PSpice®. A laboratory manual is now available to accompany this sixth edition. It includes both detailed hardware and simulation exercises. Some exercises are step-by-step; others are design projects. The exercises follow the text material.

Chapters 1 through 6 provide the reader with a logical progression from op amp fundamentals to a variety of practical applications without having to worry about op amp limitations. Chapter 7 shows how op amps combined with diodes can be used to design ideal rectifier circuits as well as clamping and clipping circuits. PSpice models and simulations are included in these chapters.

Chapter 8 shows applications that require measuring a physical variable such as temperature, force, pressure, or weight and then having the signal conditioned by an instrumentation amplifier before being input into a microcontroller's A/D converter. Instrumentation amplifiers are required when a designer has to measure a differential signal, especially in the presence of a larger noise signal.

As previously mentioned, in order not to obscure the inherent simplicity and overwhelming advantages of using op amps, their limitations have been left for Chapters 9 and 10. Dc limitations are studied in Chapter 9 and ac limitations are covered in Chapter 10. An expanded discussion on common-mode rejection ratio has been included in this edition. Many limitations have been made negligible by the latest generations of op amps, as pointed out in these chapters.

Active filters, low-pass, high-pass, band-pass, and band-reject, are covered in Chapter 11. Butterworth-type filters were selected because they are easy to design and produce a maximally flat response in the pass band. Chapter 11 shows the reader how to design a variety of filters easily and quickly.

Chapter 12 introduces a linear integrated circuit known as the multiplier. The device makes analysis and design of AM communication circuits simpler than using discrete components. Modulators, demodulators, frequency shifters, a universal AM radio receiver, and analog divider circuits all use a multiplier IC as the system's basic building block. This chapter has been retained because instructors have written to say that the principles of single-side band suppressed carrier and standard amplitude-modulation transmission and detection are clearly explained and quite useful for their courses.

The inexpensive 555 IC timer is covered in Chapter 13. This chapter shows the basic operation of the device as well as many practical applications. The chapter also includes a timer/counter unit.

In previous editions, analog-to-digital and digital-to-analog converters have been covered in a single chapter. This edition separates these topics into two chapters so that more device specifications can be included as well as practical applications. Chapter -14 deals only with analog-to-digital converters, while the new Chapter 15 covers digital-to-analog converters. A serial ADC connected to a Motorola microprocessor is shown (with assembly language code) in Chapter 14.

Chapter 16 shows how to design a regulated linear power supply. This chapter begins with the fundamentals of unregulated supplies and proceeds to regulated supplies. It shows how IC regulators are used for building low-cost 5 V and ± 15 V bench supplies.

This edition has more than enough material for a single-semester course. After the first three chapters, instructors often take chapters out of sequence depending on the class interest, need to complement another course (such as a design course), or availability of lab equipment or class time. Therefore, Chapters 4 through 16 have been written as standalone chapters for this very reason. The circuits have been tested in the laboratory by the authors and the material is presented in a form useful to students or as a reference to practicing engineers and technologists. Each chapter includes learning objectives and problems, and most chapters have PSpice simulations. The reader should refer to the accompanying laboratory manual for lab exercises and additional simulation exercises.

ACKNOWLEDGMENTS

We acknowledge with gratitude the advice of Professor Robert Villanucci, who is also a co-author of the laboratory manual, and two highly respected engineers, Dan Sheingold of Analog Devices and Bob Pease of National Semiconductor. A special thanks goes to Libby Driscoll for assisting in the preparation of the manuscript. We thank the following reviewers of the manuscript: Warren Hioki, Community College of Southern Nevada; Gregory M. Rasmussen, St. Paul Technical School; Michael W. Rudisill, Northern Michigan University; Rod Schein, Edmonds Community College, ATTC; and Andrew C. Woodson.

Finally, we thank our students for their insistence on relevant instruction that is immediately useful and our readers for their enthusiastic reception of previous editions and their perceptive suggestions for this edition.

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• Sales Rank: #13307552 in Books
• Published on: 1995-04
• Original language: English
• Number of items: 1
• Dimensions: 10.00" h x 7.25" w x 2.00" l,
• Binding: Hardcover

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The 10th-anniversary edition of the New York Times business bestseller-now updated with "Answers to Ten Questions People Ask"

We attempt or avoid difficult conversations every day-whether dealing with an underperforming employee, disagreeing with a spouse, or negotiating with a client. From the Harvard Negotiation Project, the organization that brought you Getting to Yes, Difficult Conversations provides a step-by-step approach to having those tough conversations with less stress and more success. you'll learn how to:

· Decipher the underlying structure of every difficult conversation 
· Start a conversation without defensiveness 
· Listen for the meaning of what is not said 
· Stay balanced in the face of attacks and accusations
· Move from emotion to productive problem solving

• Sales Rank: #1562 in Books
• Published on: 2010-11-02
• Released on: 2010-11-02
• Original language: English
• Number of items: 1
• Dimensions: 7.70" h x .60" w x 5.10" l, .53 pounds
• Binding: Paperback
• 352 pages

Review
“Does this book deliver on its promise of an effective way through sticky situations, whether ‘with your babysitter or your biggest client’? It does.”
—The New York Times

“These talented communicators blend a daunting array of disciplines into highly readable and practical advice.”
—Booklist

“I’m on my third reading. Half the pages are dog-eared. This is a mind-bogglingly powerful book. For life.”
—Tom Peters

“A user-friendly guide to mastering the talks we dread . . . a keeper.”
—Fast Company 

“Emotional intelligence applied to life’s toughest moments.”
—Daniel Goleman, bestselling author of Working with Emotional Intelligence

“The only people who shouldn’t read Difficult Conversations are those who never work with people, anywhere.”
—Peter M. Senge, bestselling author of The Fifth Discipline

“How do you confront your ex-spouse who’s late picking up the kids? How do you tell a client their project took longer than expected and the bill is twice as high? How do you say ‘I’m sorry’? Start by picking up Difficult Conversations.”
—Citizen

“Difficult Conversations will be appreciated by readers who wish to improve oral communication in all aspects of their daily lives.”
—Library Journal

“Stone, Patton, and Heen illustrate their points with anecdotes, scripted conversations and familiar examples in a clear, easy-to-browse format.”
—Publishers Weekly

“The central insights of Difficult Conversations so resonate with common sense that it is easy to overlook just how remarkable of a book it is . . . a must-read.”
—Harvard Negotiation Law Review

“Examples more clear-headed and advice more precise than we’ve seen before.”
—Dallas Morning News

“Stone, Patton, and Heen have written an extremely clear and unpretentious exposition of how to develop effective communication skills and a guide to achieving openness and constructive outcomes in dialogue . . . this book is, and probably for some time to come will be definitive.”
—Southern Communication Journal 

About the Author
Douglas Stone, Bruce Patton, and Sheila Heen teach at Harvard Law School and the Harvard Negotiation Project. They have been consultants to businesspeople, governments, organizations, communities, and individuals around the world, and have written on negotiation and communication in publications ranging from the New York Times to Parents magazine. Bruce Patton is also a co-author of Getting to Yes. Each of them lives in Boston, Massachusetts.

Stone and Heen are the authors of Thanks for the Feedback: The Science and Art of Receiving Feedback Well (Even When It Is Off Base, Unfair, Poorly Delivered, and Frankly, You're Not in the Mood) (Viking/Penguin, 2014)

Roger Fisher is the Samuel Williston Professor of Law Emeritus, Director of the Harvard Negotiation Project, and the founder of two consulting organizations devoted to strategic advice and negotiation training.

Most helpful customer reviews

285 of 294 people found the following review helpful.
Foundational for discussing what matters most
By Billykev
There were 3 aspects of this book that made a differecne for me: Thinking Differently, Making Shifts, and understanding the Structure found in all difficult conversations. If you understand these aspects it will significantly improve how well you handle difficult conversations.
This is about Thinking Differently-- 1. This is an approach. 2. It's not about doing differently; it's about thinking differently. 3. It's about shifting from a message delivery stance to a learning stance. 4. All difficult conversations have the same structure. The structure is almost always "below the surface." It is hidden in what people are thinking and feeling, but not saying.
Shifts (with this approach)-- We must shift our internal orientation: FROM: Certainty (I understand) TO: Curiosity (Help me understand); FROM: I am right TO: I am curious; FROM: I know what was intended TO:I know the impact; FROM: I know who is to blame TO: I know who contributed what; FROM: Debate TO: Exploration; FROM: Simplicity TO: Complexity; FROM: "Either/or" TO: "And".
Understanding the Structure-- 1. All difficult conversations share a common structure. To make the structure visible, we not only need to understand what was said, but also what was not said. We need to understand what the people involved are thinking and feeling, but not saying to each other. This is usually where the real action is. 2. What makes a conversation difficult? The gap between what you are really thinking and what you are saying is part of it. 3. Our thoughts and feelings of all difficult conversations fall into the same three categories, or "conversations". 4. And, in each of the conversations, we make predictable errors that distort our thoughts and feelings and get us in trouble. 5. There predictable errors can be overcome this specific strategies that the authors suggest.
I have developed workshops based on this material that we are finding very helpful in our hospital setting.
Spend some time with this book - it will be worth your while.

135 of 142 people found the following review helpful.
Very Informative and helpful
By M. A. ZAIDI
Everyone of us has gone through difficult conversations, arguments that were leading no where or felt that we were unjustifiably being taken advantage of. The solution - read this book. The authors have done a remarkable work in presenting conversations (real examples) that we can relate to. They educate the reader with the pitfalls and means o avoid them.
In difficult conversations the participants generally fall trap to the three common crippling assumptions which are:
1. The Truth assumption : I am right you are wrong
2. The Intention Invention : When the other persons intentions are unclear a common perception is
that they are bad
3. The Blame Frame : Blame the other produces disagreement, denial and little learning
The authors map a path by showing how to avoid the pitfalls when facing a difficult conversation and come out as a winner. In our life we prepare for almost every thing, like schooling and college for career etc. it is somewhat surprising that conversations that truly are a means to progress we spend little time on; this is one of the books in this area. I highly recommend that you read it.

71 of 73 people found the following review helpful.
No matter who we are, we all have difficult conversations too often, that don't go as well as we would like.
By Blaine Greenfield
A book on CD called to me when I saw its captivating title: DIFFICULT CONVERSATIONS: HOW TO DISUCSS WHAT MATTERS MOST--written and read by Douglas Stone, Bruce Patton and Sheila Heen.

The fact that Patton was one of the authors also caught my attention, in that he was the coauthor of one of my favorite books on negotiations, GETTING TO YES!

This effort covers such topics as dealing with your ex-husband who can't seem to show up reliably for weekends with the kinds navigating a workplace fraught with office politics or racial tensions, and saying "I'm sorry" or "I love you." No matter who we are, we've all had to have similar conversations and too often, they don't go as well as we would like.

DIFFICULT CONVERSATONS at least makes them easier by providing such useful advice as the following:

* Use "and" to help you become clearer; e.g.,, "I understand what you're saying, and I feel this way."

* Put things on the table without judgments.

* Saying "I feel" will cause the other person to be less likely to argue with you.

* Postponing a conversation can sometimes be helpful.

* Sometimes, actions are better than conversations; e.g., going to a mother's home rather than always being asked, "When are you going to come home?"

* People are more likely to change when they don't have to.

* If you don't have a question, don't ask one; e.g., "Are you going to clean the refrigerator?" vs. "Please clean the refrigerator."

And this one final tidbit, which I have personally found very useful: Be careful when making judgments. It is easy to say, "Spanking is wrong," but a better way to say this might well be, "I believe spanking is wrong."

See all 485 customer reviews...

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