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Chapter Page
Preface ix
1. What's a Crucial Conversation? And Who Cares? 1
2. Mastering Crucial Conversations The Power of Dialogue 21
Part I What to Do Before You Open Your Mouth
3. Choose Your Topic How to Be Sure You Hold the Right Conversation 37
4. Start with Heart How to Stay Focused on What You Really Want 57
5. Master My Stories How to Stay in Dialogue When You're Angry Scared, or Hurt 73
Part II How to Open Your Mouth
6. Learn to Look How to Notice When Safety Is at Risk 107
7. Make It Safe How to Make It Safe to Talk About Almost Anything 131
8. State My Path How to Speak Persuasively Not Abrasively 161
9. Explore Others' Paths How to Listen When Others Blow Up or Clam Up 187
10. Retake Your Pen How to Be Resilient When Hearing Tough Feedback 213
Part III How yo Finish
11. Move to Action How to Turn Crucial Conversations into Action and Results 231
12. Yeah, But Advice for Tough Cases 245
13. Putting It All Together Tools for Preparing and Learning 253
Notes 269
Index 271

This New York Times bestseller and business classic has been fully updated for a world where skilled communication is more important than ever.

The book that revolutionized business communications has been updated for today’s workplace. Crucial Conversations provides powerful skills to ensure every conversation―especially difficult ones―leads to the results you want. Written in an engaging and witty style, it teaches readers how to be persuasive rather than abrasive, how to get back to productive dialogue when others blow up or clam up, and it offers powerful skills for mastering high-stakes conversations, regardless of the topic or person.

This new edition addresses issues that have arisen in recent years. You’ll learn how to:

Respond when someone initiates aCrucial Conversationwith you
Identify and address the lag time between identifying a problem and discussing it
Communicate more effectively across digital mediums
When stakes are high, opinions vary, and emotions run strong, you have three choices: Avoid a crucial conversation and suffer the consequences; handle the conversation poorly and suffer the consequences; or apply the lessons and strategies of Crucial Conversations and improve relationships and results.
Whether they take place at work or at home, with your coworkers or your spouse, Crucial Conversations have a profound impact on your career, your happiness, and your future. With the skills you learn in this book, you'll never have to worry about the outcome of a Crucial Conversation again.