Crucial conversations tools for talking when stakes are high

Record details

ISBN: 0071772200 (electronic bk.)
ISBN: 9780071772204 (electronic bk.)
Physical Description: electronic resource
remote
1 online resource (xviii, 244 p.)
Edition: Updated 2nd ed. /
Publisher: New York ; London : McGraw-Hill, c2012.

General Note:	Previous ed.: 2002.
Bibliography, etc. Note:	Includes bibliographical references (p. 231) and index.
Formatted Contents Note:	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.