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Crucial Conversations by Al Switzler, Ron McMillan, Joseph Grenny, Kerry Patterson

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3Start with HeartHow to Stay Focused on What You Really Want

More than any time in history mankind faces a crossroads. One path leads to despair and utter hopelessness, the other to total extinction. Let us pray that we have the wisdom to choose correctly.—WOODY ALLEN

It’s time to turn to the how of dialogue. How do you encourage the flow of meaning in the face of differing opinions and strong emotions? Given the average person’s track record, it can’t be all that easy. In fact, given most people’s long-standing habit of costly behaviors, it’ll probably require a lot of effort. The truth is, people can change. In fact, thousands of people we (the authors) have worked with over the past decades have made lasting improvements. But it requires work. ...

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