Crucial conversations :  tools for talking when stakes are high / 
Kerry Patterson ... [et al.]. 
 - 2nd ed. 
 - New York :  McGraw-Hill,  c2012. 
 - xviii, 244 p. ;  24 cm. 
<br/><br/>Includes bibliographical references (p. 31) and index. 
<br/><br/>What'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. 
<br/><br/><label>ISBN: </label>9780071775304 (hbk. : alk. paper) 0071775307 (hbk. : alk. paper) 9780071771320 (pbk. : alk. paper) 0071771328 (pbk. : alk. paper) 9780071772204 (e-ISBN) 
<br/><br/><label>LCCN: </label>2011-026451 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Interpersonal communication.<br/>Interpersonal relations.<br/>Giao tiếp liên cá nhân<br/>Quan hệ giữa các cá nhân<br/>Psychology
<br/><br/><label>LC Class. No.: </label>BF637.C45  / C78 2012 
<br/><br/><label>Dewey Class. No.: </label>153.6  / CRU 2012