tools for talking when stakes are high Patterson, Kerry 1946- Grenny, Joseph McMillan, Ron Switler, Al text xxu New York McGraw-Hill c2012 2nd ed. monographic eng

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xviii, 244 p. ; 24 cm. 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 -- Yeah, but : advice for tough cases -- Putting it all together : tools for preparing and learning. Kerry Patterson ... [et al.]. Includes bibliographical references (p. 31) and index. Interpersonal communication Interpersonal relations BF637.C45 C78 2012 9780071775304 (hbk. : alk. paper) 0071775307 (hbk. : alk. paper) 9780071771320 (pbk. : alk. paper) 0071771328 (pbk. : alk. paper) 9780071772204 (e-ISBN) 2011026451 160321 20160321114713.0