Good words are worth much and cost little.




Advice for Tough Cases

As we meet with Crucial Conversations trainers around the world, they report that at the end of a class there is inevitably someone who raises a hand and says something in the form of “Yeah, but . . .” For example, “Yeah, but my boss would never respond like that!” or “Yeah, but my teenager could ignore a tsunami!” Another common one is “Yeah, but what if I’m not carrying my training manual with me when the crucial moment hits?” In short, people can think of a dozen reasons why the skills we’ve been talking about don’t apply to the challenges they face.

In truth, the dialogue skills we’ve shared apply to just about any problem you can imagine. However, ...

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