Book Description


"Most books make promises. This one delivers. These skills have not only helped us to change the culture of our company, but have also generated new techniques for working together in ways that enabled us to win the largest contract in our industry's history."--Dain M. Hancock, President, Lockheed Martin Aeronautics

A powerful, seven-step approach to handling difficult conversations with confidence and skill

"Crucial" conversations are interpersonal exchanges at work or at home that we dread having but know we cannot avoid. How do you say what needs to be said while avoiding an argument with a boss, child, or relationship partner? Crucial Conversations offers readers a proven seven-point strategy for achieving their goals in all those emotionally, psychologically, or legally charged situations that can arise in their professional and personal lives. Based on the authors' highly popular DialogueSmart training seminars, the techniques are geared toward getting people to lower their defenses, creating mutual respect and understanding, increasing emotional safety, and encouraging freedom of expression. Among other things, readers also learn about the four main factors that characterize crucial conversations, and they get a powerful six-minute mastery technique that prepares them to work through any highimpact situation with confidence.

Table of Contents

  1. Cover Page
  2. Crucial Conversations
  3. Copyright Page
  4. Contents
  5. Foreword
  6. Acknowledgments
  7. 1 What’s a Crucial Conversation? And Who Cares?
  8. 2 Mastering Crucial Conversations The Power of Dialogue
  9. 3 Start with Heart How to Stay Focused on What You Really Want
  10. 4 Learn to Look How to Notice When Safety Is at Risk
  11. 5 Make It Safe How to Make It Safe to Talk about Almost Anything
  12. 6 Master My Stories How to Stay in Dialogue When You’re Angry, Scared, or Hurt
  13. 7 STATE My Path How to Speak Persuasively, Not Abrasively
  14. 8 Explore Others’ Paths How to Listen When Others Blow Up or Clam Up
  15. 9 Move to Action How to Turn Crucial Conversations into Action and Results
  16. 10 Putting It All Together Tools for Preparing and Learning
  17. 11 Yeah, But Advice for Tough Cases
  18. 12 Change Your Life How to Turn Ideas into Habits
  19. Endnotes
  20. Index
  21. About the Authors