No matter how good you get at reframing,
the single most important rule about managing the interaction is this:
You can’t move the conversation in a more positive direction
until the other person feels heard and understood.
Douglas Stone, Bruce Patton & Sheila Heen
Difficult Conversations, how to discuss what matters most is a book I would have gladly written myself.
It’s wise, concrete and actionable.
By far the best book on communication I’ve ever read.