Crucial Conversations: Tools for Talking When Stakes Are High

26 CRUCIAL CONVERSATIONS

HERE'S WHERE WE'RE GOING
Here's what we'll focus on in the remainder of the book.
First, we'll explore the tools people use to help create the con­
ditions of dialogue. The focus is on how we think about problem
situations and what we do to prepare for them. As we work on
ourselves, watch for problems, examine our own thought
processes, discover our own styles, and then catch problems
before they get out of hand, everyone benefits. As you read on,
you will learn how to create conditions in yourself and others
that make dialogue the path of least resistance.
Next, we'll examine the tools for talking, listening, and acting
together. This is what most people have in mind when they think
of crucial conversations. How do I express delicate feedback?
How do I speak persuasively, not abrasively? And how about lis­
tening? Or better still, what can we do to get people to talk when
they seem nervous? And how do we move from thought to
action? As you read on, you will learn the key skills of talking,
listening, and acting together.
Finally, we'll tie all of the theories and skills together by pro­
viding both a model and an extended example. Then, to see if
you can really do what it takes, we provide seventeen situations
that would give most of us fits-even people who are gifted at
dialogue. As you read on, you will master the tools fo r talking
when stakes are high.