Crucial Conversations: Tools for Talking When Stakes Are High

Contents

FOREWORD XI

ACKNOWLEDGMENTS XV

CH. 1: What's a Crucial Conversation?

And Who Cares? 1

CH. 2: Mastering Crucial Conversations

The Power of Dialogue 17

CH. 3: Start with Heart

How to Stay Focused on What Yo u Really Wa nt 27

CH. 4: Learn to Look

How to Notice When Safety Is at Risk 45

CH. 5: Make It Safe

How to Make It Safe to Ta lk about Almost Anything 65

CH. 6: Master My Stories

How to Stay in Dialogue When Yo u're Angry,

Scared, or Hurt 93