Contents -- Acknowledgments -- Introduction: A New Way of Looking at Dialogue -- Section I: The Basics -- Chapter 1. Why We Stink at Difficult Conversations-And How We Can Change -- Chapter 2. How to Have Painless Conversations: The CANDID Approach -- Section II: The CANDID Approach in Detail -- Chapter 3. Compartmentalize Your Message: The Neutral Zone -- Chapter 4. Ask Questions: From Furious to Curious -- Chapter 5. Normalize: It's OK, Really -- Chapter 6. Discuss the Issue: Just the Facts -- Chapter 7. Incentivize: It's All About Them -- Chapter 8. Disengage from the Discussion: Making a Good Last Impression -- Section III: The Advanced Course -- Chapter 9. Reframing: Making Difficult Messages Painless -- Chapter 10. Managing the Dialogue: Response and Counter-Response -- Chapter 11. You Don't Say: Phrases to Avoid -- Chapter 12. How to Receive Feedback -- Section IV: Putting It into Practice -- Chapter 13. Case Studies: Creating Painless Discussions in Real Life -- Chapter 14. Troubleshooting the Mechanics -- Epilogue: Summing It All Up -- Appendix A: The Painless Conversation Worksheet -- Appendix B: Strength-Based Psychology: The Basis of Painless Communication -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- K -- L -- M -- N -- O -- P -- Q -- R -- S -- T -- U -- V -- W -- Y -- Z -- About the Author.