HERE’S WHERE WE’RE GOING

Throughout the remainder of the book we’ll explore the tools people use to help create the conditions of dialogue. The focus is on how we think about problem situations and what we do to prepare for them. As we work on ourselves, watch for problems, examine our own thought processes, discover our own styles, and then catch problems before they get out of hand, everyone benefits. As you read on, you will learn how to create conditions in yourself and others that make dialogue the path of least resistance.

Next, we’ll examine the tools for talking, listening, and acting together. This is what most people have in mind when they think of crucial conversations. How do I express delicate feedback? How do I speak persuasively, not abrasively? And how about listening? Or better still, what can we do to get people to talk when they seem nervous? And how do we move from thought to action? As you read on, you will learn the key skills of talking, listening, and acting together.

Finally, we’ll tie all of the theories and skills together by providing both a model and an extended example. Then, to see if you can really do what it takes, we provide seventeen situations that would give most of us fits—even people who are gifted at dialogue. As you read on, you will master the tools for talking when stakes are high.

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