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

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

by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler
September 2011
Beginner content levelBeginner
288 pages
5h 25m
English
McGraw-Hill
Content preview from 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, ...

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Publisher Resources

ISBN: 9780071771320