"The more you care about an issue, the less likely you are to be on your best behavior."

"Most arguments consists of battles over the 5 to 10 percent of the fact and stories that people disagree over."

"If you don't make an actual assignment to an actual person, there's a good change that nothing will ever come of all the work you've gone through to make a decision."

"Success does not depend on perfect compliance with new expectations, but on teammates who hold crucial conversations with one another when others appear to be reverting to old patterns."

"If others don't want to talk about tough issues, it's because they believe that it won't do any good."

"The current quality of your leadership and your life is fundamentally a function of how you are presently handling these moments."

"If you use these skills exactly the way we tell you to and the other person doesn't want to dialogue, you won't get to dialogue. However, if you persist over time, refusing to take offense, making your motive genuine, showing respect, and constantly searching for Mutual Purpose, then the other person will almost always join you in dialogue."

What Will You Learn From Reading This Book?

Learn to recognize and master conversations in which emotions play a part and will affect your life-Crucial Conversations.
When anger or negative behavior occur, or when people withdraw into silence, step back and start the conversation again to avoid those emotions.
Keep a calm and pleasant manner, resist emotional reactions.
Create a shared pool of facts from which informed decisions can be made.
Be aware of your own desired result from the conversation.
Make sure all parties feel safe to share their information.
Resist assumptions and jumping to conclusions before hearing everything.
If others fall into uncomfortable silence, ask questions which encourage them to share.
Define how decisions will be made at the beginning.
Use all the tools presented to have a successful Crucial Conversation.

**Don't miss the updated Second Edition of "Crucial Conversations." This incredibly popular book will help anyone improve their ability to master conversation when stakes are high and improve their personal and professional relationships.***

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