TY  - BOOK
AU  - Patterson, Kerry,
AU  - Grenny, Joseph
AU  - McMillan, Ron
AU  - Switler, Al
TI  - Crucial conversations: tools for talking when stakes are high / 
SN  - 0071401946
AV  - BF637.C45  C78 2002
PY  - 2002///
CY  - New York : 
PB  - McGraw-Hill, 
KW  - Interpersonal communication
KW  - Interpersonal relations
N1  - Includes bibliographical references (p. 31) and index; What's a crucial conversation? : and who cares? -- Mastering crucial conversations : the power of dialogue -- Start with heart : how to stay focused on what you really want -- Learn to look : how to notice when safety is at risk -- Make it safe : how to make it safe to talk about almost anything -- Master my stories : how to stay in dialogue when you're angry, scared, or hurt -- State my path : how to speak persuasively, not abrasively -- Explore others' paths : how to listen when others blow up or clam up -- Move to action : how to turn crucial conversations into action and results --  Putting it all together : tools for preparing and learning -- Yeah, but : advice for tough cases -- Change your life : how to turn ideas into habits
ER  -