"Most books make promises. This one delivers. These skills have . . . generated new techniques for working together in ways that enabled us to win the largest contract in our industry's history."--Dain M. Hancock, President, Lockheed Martin AeronauticsLearn how to keep your cool and get what you want when emotions flare.When stakes are high, opinions vary, and emotions run strong, you have three choices: Avoid a crucial conversation and suffer the consequences; handle the conversation badly and suffer the consequences; or read Crucial Conversations and discover how to communicate best when it matters most. This wise and witty guide gives you the tools you need to step up to life's most difficult and important conversations, say what's on your mind, and achieve positive outcomes that will amaze you. You'll learn how to:Prepare for high-impact situations with a six-minute mastery techniqueMake it safe to talk about almost anythingBe persuasive, not abrasiveKeep listening when others blow up or clam upTurn crucial conversations into the action and results you wantWhether they take place at work or at home, with your neighbors or your spouse, crucial conversations can have a profound impact on your career, your happiness, and your future. With the skills you learn in this book, you'll never have to worry about the outcome of a crucial conversation again.Kerry Patterson is the author of 'Crucial Conversations: Tools for Talking When Stakes Are High', published 2002 under ISBN 9780071401944 and ISBN 0071401946.