Crucial conversations : tools for talking when stakes are high / Kerry Patterson ... [et al.].

Contributor Patterson, Kerry, 1946-

Edition Statement:2nd ed.

Imprint:New York : McGraw-Hill, c2012.

Descriptionxviii, 244 p. ; 24 cm.

Note:What's a crucial conversation? : and who cares? -- Mastering crucial conversations : the power of dialogue -- Start with heart : how to stay focused on what you really want -- Learn to look : how to notice when safety is at risk -- Make it safe : how to make it safe to talk about almost anything -- Master my stories : how to stay in dialogue when you're angry, scared, or hurt -- State my path : how to speak persuasively, not abrasively -- Explore others' paths : how to listen when others blow up or clam up -- Move to action : how to turn crucial conversations into action and results -- Yeah, but : advice for tough cases -- Putting it all together : tools for preparing and learning -- Afterword: What I've learned about crucial conversations in the past ten years.

Bibliography Note:Includes bibliographical references (p. 231) and index.

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