Crucial conversations : tools for talking when stakes are high / Kerry Patterson ... [and others].

Format:

Book

Contributor:

Patterson, Kerry, 1946-

Language:

English

Subjects (All):

Interpersonal communication.

Interpersonal relations.

Communication.

Interpersonal Relations.

Medical Subjects:

Communication.

Interpersonal Relations.

Physical Description:

xv, 240 pages : illustrations ; 23 cm

Place of Publication:

New York : McGraw-Hill, [2002]

Summary:

A seven-step approach to handling difficult conversations with confidence and skill. "Crucial" conversations are interpersonal exchanges at work or at home that we dread having but know we cannot avoid. How do you say what needs to be said while avoiding an argument with a boss, child, or relationship partner? This book offers readers a proven seven-point strategy for achieving their goals in all those emotionally, psychologically, or legally charged situations that can arise in their professional and personal lives. Based on the authors' DialogueSmart training seminars, the techniques are geared toward getting people to lower their defenses, creating mutual respect and understanding, increasing emotional safety, and encouraging freedom of expression. Among other things, readers also learn about the four main factors that characterize crucial conversations, and they get a six-minute mastery technique that prepares them to work through any high-impact situation with confidence.--From publisher description.

Contents:

Foreword

Acknowledgments

ch. 1. What's a crucial conversation? : and who cares?

ch. 2. Mastering crucial conversations : the power of dialogue

ch. 3. Start with heart : how to stay focused on what you really want

ch. 4. Learn to look : how to notice when safety is at risk

ch. 5. Make it safe : how to make it safe to talk about almost anything

ch. 6. Master my stories : how to stay in dialogue when you're angry, scared, or hurt

ch. 7. STATE my path : how to speak persuasively

ch. 8. Explore others' paths : how to listen when others blow up or clam up

ch. 9. Move to action : how to turn crucial conversations into action and results

ch. 10. Putting it all together : tools for preparing and learning

ch. 11. Yeah, but : advice for tough cases

ch. 12. Change your life : how to turn ideas into habits

Endnotes

Index.

Notes:

Includes bibliographical references (page 229) and index.

ISBN:

0071401946

9780071401944

OCLC:

48989136

Online:

Contributor biographical information

Publisher description