01774cam a2200301 i 4500 296065988 TxAuBib 20140327120000.0 110623s2012||||||||||||||||||||||||eng|u 2011026451 9780071771320 0071771328 eng rda TxAuBib rda Crucial conversations [BOOK] : tools for talking when stakes are high / Kerry Patterson ... [and others]. Second edition. New York : McGraw-Hill, 2012. xviii, 244 pages ; 24 cm. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references (page 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 -- Yeah, but : advice for tough cases -- Putting it all together : tools for preparing and learning. Offers techniques for communicating effectively in difficult and important situations to achieve positive results. 20140327. Interpersonal relations. Interpersonal communication. Patterson, Kerry, 1946-