Crucial Conversations Tools for Talking When Stakes Are High, Second Edition, 2nd Edition

Index

ABC skills (agree, build, compare) in, 170–172, 219

Accountability:

in decision making, 186

importance of, 13–14

living up to agreements, 82–83, 193–194

Accusations, 77

Action:

emotions and, 104–105, 106–107, 112–113

skills and questions in, 216 (See also Decision making Path to Action)

Adrenaline:

in crucial conversations, 5

need to calm down, 202–203

in Starting with Heart, 42, 45

Advocacy, excessive, 150–153

Aggressiveness, 57

Agreement, in listening, 170–171, 219

AMPP skills (Ask, Mirror, Paraphrase, Prime), 162–167

Anger:

adrenaline and, 5, 42, 45, 202–203

contrasting and, 89

need to calm down, 202–203

stories about, 103–104

Apologizing:

contrasting versus, 87, 143

to mend safety violations, 84, 97

Appeals to authority, 151

Assignments, ...