Crucial conversation : tools for talking when stakes are high / Kerry Patterson ... [et al.]
Contributor(s): Patterson, KerryCall number: 153.6 C955 2012 Material type: BookPublisher: New York : McGraw-Hill, c2012. Edition: 2nd ed.Description: xviii, 244 p.ISBN: 9780071771320 (pbk.).Subject(s): Interpersonal relations | Interpersonal communication
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.