Crucial Conversations: Tools for Talking When Stakes Are High

232 INDEX

Commitment (Cont.):
Mutual Purpose, 83-84, 87, 92
public, 224
Communities, 13-14
Comparisons in disagreements, 158, 188
Conditions of conversations, 45-63
Confidence, 121, 129
Consensus, 166, 171-173, 178
Consultation, 165-166, 169-170, 178
Content of conversations:
about, 46, 66-68, 88, 183
overly sensitive persons, 196
Context of conversations, 79-80
Contrasting for misinterpretation:
overly sensitive persons, 196
personal observations, 211
safety, 76-82, 88,89,92, 130 -131
Control, limits on, 29-30, 42
Controlling behavior, 53, 61, 182- 185
Conversations (See specific topics)
Cooperation, 167
Crime, 14
Cues for dialogue skills, 226
Curiosity, 143-145, 159

Decisions:

acting upon, 174-178, 185, 188

making, 162-174, 185, 188

Defensiveness, 196

Devil's advocate, playing, 135, 199-200

Dialogue skills:

about, 20-26

consultation decisions, 169- 170

improving one's own, 27-43

lack of, 213 -2 14

learning tools, 179-192, 215-228

Difficult situations, 193-2 14

Disagreements, resolving, 82-88,

156-158, 188

Diseases, life-threatening, 15-16

Documenting work, 177, 178, 188, 192

Emotions:

crucial conversations, 2, 4, 48-49

learning dialogue skills, 217 , 220

mastering, 93-1 18

Mutual Respect, 71- 72

retracing path, 102, 117, 184

safety problems, 49-51

strong beliefs, 136-140

Empathy, 72-74, 142-156

Excuses, 207-208, 21 1-212

Expectations:

failing to keep agreements, 198

lack of initiative, 204-205

putting decisions into action,

175-176, 178

Facts:

interpretations, 105, 117 , 203

resolving differences, 156- 158

retracing Path to Action, 102

sharing, 124-135, 140, 187

useful stories, 112- 115

Fear (See Safety)

Follow up to assignments, 176-178,

185, 188, 192,204-205

Fuller, Thomas, 193

Glaser, Ronald, 15

Goals:

determining, 27-43, 184, 186, 189

learning dialogue skills, 223-226

Groundhog Day (film), 205

Harassment, 194-1 95

Health, personal, 15-16

HeltJless Stories, 108-109, 114-115,

118

Honesty:

motives, 30-33

observations, 210 -21 1

(See also Sucker's Choices)

How to Win Friends and Influence

People (Carnegie), 221

Humanization of others, 1 13-1 14

Humility, 121-122, 131

Immune systems, 15-16

Improvement of dialogue skills and con

versation, 27-43

clarifying choices in, 27, 40-43

limits on control, 29-30, 42

motivation for, 30-43

Influence, personal, 17-20

Information:

free flow, 20-23

resolving differences, 157-158

Initiative, lack or, 203-205

Insubordination, 20H-209