Crucial Conversations: tools for handling difficult conversations
summary
Claims a repeatable workflow: start with heart to revive rational thinking when adrenaline and hormones shut it down, turn on your logger to audit intentions and detect silence or violence, then step out, diagnose violated safety (mutual respect or mutual purpose), apologize or use contrasting, and state your path — share facts, offer a tentative story, invite testing. Cites a Google finding that equal speaking boosts team performance and gives a real outcome: a hard resignation conversation that initially fails but rebuilds the relationship after two years.
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chapters (8)
- 0:00Introduction to crucial conversations
- 5:24Why we get stuck in conversations
- 8:58Start with heart to regain control
- 13:59Make conversations safe for everyone
- 28:42Repairing safety in tough talks
- 33:02Master your emotional stories
- 41:21State your path clearly
- 45:20Conclusion and Q&A
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