01667nam a22003017a 4500003000600000005001700006008004100023010001500064020003800079020003500117020003800152020003500190020002700225040000800252050002500260245010200285250001200387260003900399300002900438504005900467505069500526650003301221650002901254700002901283700001901312700001801331700001601349AUA.120160321114713.0160321t        xxu||||| |||| 00| 0 eng d  a2011026451  a9780071775304 (hbk. : alk. paper)  a0071775307 (hbk. : alk. paper)  a9780071771320 (pbk. : alk. paper)  a0071771328 (pbk. : alk. paper)  a9780071772204 (e-ISBN)  cJTL  aBF637.C45 bC78 2012  aCrucial conversations :btools for talking when stakes are high / cKerry Patterson ... [et al.].  a2nd ed.  aNew York : bMcGraw-Hill, cc2012.  axviii, 244 p. ; c24 cm.  aIncludes bibliographical references (p. 31) and index.  aWhat'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.  aInterpersonal communication.  aInterpersonal relations.  aPatterson, Kerry,d1946-  aGrenny, Joseph  aMcMillan, Ron  aSwitler, Al