0071775307; Crucial Conversations, by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler of VitalSmarts In any organization, the best laid plans always boil down to a single factor: how people come together to bring them to fruition. Crucial Conversations has sparked a revolution in how people communicate to achieve common goals. Now the revised Second Edition builds on this decade-long legacy of success
to get professionals at every level and in all professions  talking with partners, bosses, employees, clients — and not at them.

Armed with new research and decades of experience, award-winning trainers and business communication specialists Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler of VitalSmarts have guided Fortune 500 clients and millions of readers on the best ways to turn the focus of hot-button discussions — job performance, customer satisfaction, interpersonal matters — away from subjective points of view, and toward productive, mutually beneficial conclusions.

To celebrate a decade of Crucial Conversations, we invite you to listen to audio demonstrations and read exclusive first-hand accounts of key communication strategies that make a difference — at work and in life.

Audio Demonstration #1

The Third Ear: Positive Adjustments You Can Make on the Fly when the Conversation Changes

Audio Demonstration #2

Managing Change: What Are the Crucial Conversations Your Organization is NOT having?

Audio Demonstration #3

The “Rashomon Effect” Banish Selective Perception by Mastering the Skill of Separating Fact from Story

Story #1 Customer Service: Pleasing People One Crucial Conversation at a Time

“We stepped away from the emotion and stress of the situation and reassessed our mutual purpose. When I mastered my emotions and restored safety, the result was that he was pleased with the service he got from me. He felt someone had actually given him the respect he wanted and deserved, and had taken the time to listen to and help him.”

Story #2 Life, Death, and Crucial Conversations in Nursing

“As a nurse and a member of the American Association of Critical-Care Nurses, I have vowed to speak and act boldly against unhealthy work practices. Through crucial conversations skills, nursing is overcoming many obstacles that face our profession and care of our patients.”

Story #3 How Do You Communicate Effectively when Stakes Are High?

“I am the general manager of [a hotel] in St. Louis, Missouri. Without the budget to hire more staff, we needed to ask our 400 employees to take on more responsibility and new tasks. Our goal in initiating this program was to continue to provide excellent service to our customers while running as effectively as possible and to avoid laying off current employees or cutting their hours.”

Story #4  Crucial Conversations: How do you spell R-E-S-P-E-C-T?

“On Saturdays I teach primary-aged children English. I almost quit this job because each week, the school Headmaster would storm into my class, scream at the kids and disrupt my lesson. This behavior bothered me; I was angry and upset, as were the kids. However, I was scared to say anything because he was my boss. His behavior was upsetting them and me and undermining my hard work. So, I decided to try to address the situation.”

Story #5 Justice, and Crucial Conversations in Law Enforcement

“As Chief of Police, I worked hand in hand with local judge Paul Verhagen. In the court system, we both used crucial conversations skills in sentencing and dealing with different legal issues. The skills really helped us enforce sentences, see lasting results, and change the course of people’s lives for the better.”

Want to Learn More? Click Here for additional exclusive content that will prepare you to communicate effectively when stakes are high.


Also from VitalSmarts:

007148499X; Influencer: The Power to Change Anything; by Kerry Patterson, Joseph Grenny, David Maxfield, Ron McMillan, Al Switzler 0071457232; Crucial Confrontations Tools for talking about broken promises, violated expectations, and bad behavior; by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler