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Index
F OREWORD TO THE S ECOND E DITION
F OREWORD TO THE F IRST E DITION
P REFACE
A CKNOWLEDGMENTS
C H . 1: What’s a Crucial Conversation? And Who Cares? 1
C H . 2: Mastering Crucial Conversations The Power of Dialogue
C H . 3: Start with Heart How to Stay Focused on What You Really Want
C H . 4: Learn to Look How to Notice When Safety Is at Risk
C H . 5: Make It Safe How to Make It Safe to Talk About Almost Anything
C H . 6: Master My Stories How to Stay in Dialogue When You’re Angry, Scared, or Hurt
C H . 7: STATE My Path How to Speak Persuasively, Not Abrasively
C H . 8: Explore Others’ Paths How to Listen When Others Blow Up or Clam Up
C H . 9: Move to Action How to Turn Crucial Conversations into Action and Results
C H . 10: Yeah, But Advice for Tough Cases
C H . 11: Putting It All Together Tools for Preparing and Learning
Afterword What I’ve Learned About Crucial Conversations in the Past Ten Years
E NDNOTES
I NDEX
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