Crucial Conversations : Tools for Talking When Stakes are High / Joseph Grenny, Kerry Patterson, Ron McMillan, Al Switzler, and Emily Gregory.

Includes index.

What's a crucial conversation? And who cares? -- Mastering crucial conversations : the power of dialogue -- Part I What to do before you open your mouth -- Choose your topic: how to be sure you hold the right conversation -- Start with heart: How to stay focused on what you really want -- Master my stories: How to stay in dialogue when you're angry, scared or hurt -- Part II How to open your mouth -- Learn to look: How to notice when safety is at risk -- Make it safe: How to make it safe to talk about almost anything -- State my path: How to speak persuasively, not abrasively -- Explore other's paths: How to listen when others blow up or clam up -- Retake your pen: How to be resilient when hearing tough feedback -- Part III How to finish -- 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