K. Patterson, J. Grenny, R. McMillan, A. Switzler

By outlining specific strategies that can create mutual respect, mutual understanding, and increase emotional safety, rather than focusing on ways to "get the upper hand" in an argument, the manual seeks to open channels of communication which would otherwise remain barred.

The authors offer defence-lowering techniques that encourage freedom of expression and enable effective understanding.

Some examples of "crucial conversations" discussed include: a boss's misuse of authority; whom, if anyone, to lay off when a company faces financial peril; the overhang of a neighbour's tree which is damaging your property; an unsatisfactory or unhealthy relationship with a loved one; firing an employee; how to talk to children about boundaries and the consequences of breaking them; and anything that could result in legal action.

2002 9780071401944 256pp Paperback