Crucial Conversations: Tools for Talking When Stakes Are High

other when they should walk down the hall and talk turkey. Bosses leave voice mail in lieu of meeting with their direct reports. ...

4 CRUCIAL CONVERSATIONS this discussion is crucial. I'd better pay close attention" and then trot out our best behavior? Or when ...

WHAT'S A CRUCIAL CONVERSATION? 5 We 're under pressure. Let's add another factor. Crucial con­ versations are frequently spontan ...

6 CRUCIAL CONVERSATIONS multiprocessing with a half-starved brain. It's little wonder that when it matters the most, we're often ...

WHATS A CRUCIAL CONVERSATION? 7 belittling him to a friend, and you're now so embarrassed that you avoid being around him. Now w ...

8 CRUCIAL CONVERSATIONS that either have been avoided or have gone wrong. Other topics that could easily lead to disaster includ ...

WHAT'S A CRUCIAL CONVERSATION? 9 Actually, the effects of conversations gone bad can be both devastating and far reaching. Our r ...

10 CRUCIAL CONVERSATIONS risky opinions in a way that gets heard. Their bosses, peers, and direct reports listen without becomin ...

WHAT'S A CRUCIAL CONVERSATION? 11 fact, half of the highflyers had almost no formal performance­ management processes.! What's b ...

12 CRUCIAL CONVERSATIONS calls for human interaction are best-in-class in holding the rel­ evant crucial conversations. What's t ...

WHAfS A CRUCIAL CONVERSATION? 13 heated discussions, they learned that people fall into three cate­ gories-those who digress int ...

14 CRUCIAL CONVERSATIONS and groups find a way to engage in healthy dialogue. They talk through important issues. In contrast, c ...

WHArs A CRUCIAL CONVERSATION? 15 Improve Your Personal Health If the evidence so far isn't compelling enough to focus your atten ...

16 CRUCIAL CONVERSATIONS this claim a bit over the top. "Come on," they chide. "You're say­ ing that the way you talk or don't t ...

2 Give me a lever long enough and I shall move the world. -ARCHIMEDES Mastering Crucial Conversations The Power of Dialogue We ( ...

18 CRUCIAL CONVERSATIONS colleagues. In fact, over the past twenty-five years, we've asked over twenty thousand people to identi ...

MASTERING CRUCIAL CONVERSATIONS 19 Then Chris, the CEO, pitched his preference-one that was both unpopular and potentially disas ...

20 CRUCIAL CONVERSATIONS them apart from the rest of the pack was their ability to deal with crucial conversations. When talking ...

MASTERING CRUCIAL CONVERSATIONS 21 HERE'S HOW DIALOGUE WORKS Despite the fact that we've shared the one thing, we're still left ...

22 CRUCIAL CONVERSATIONS increased time investment is more than offset by the quality of the decision. On the other hand, we've ...