We know them when we're in them. Or avoiding them. Uncomfortable conversations when it feels like one wrong word -- or even one right word expressed wrongly -- can explode like a hand grenade. But we can avoid the detonation and destruction, Harvard Negotiation Project and Harvard Law School lecturer Sheila Heen explain in unpacking the insights and action items in her books Difficult Conversations and Thanks for the Feedback. The key, she says, is recognizing that in tough conversations we're speaking words but exchanging emotions.