TY  - BOOK
AU  - Patterson, Kerry.
TI  - Crucial conversations: tools for talking when stakes are high
SN  - 9780071771320
U1  - 153.6PAT 
PY  - 2012///
CY  - New York
PB  - Mcgraw-Hill
KW  - Interpersonal communication
N1  - Includes bibliographical references and index
N2  - What's a crucial conversation? : and who cares? -- Mastering crucial conversations : the power of dialogue -- Start with heart : how to stay focused on what you really want -- Learn to look : how to notice when safety is at risk -- Make it safe : how to make it safe to talk about almost anything -- Master my stories : how to stay in dialogue when you're angry, scared, or hurt -- State my path : how to speak persuasively, not abrasively -- Explore others' paths : how to listen when others blow up or clam up -- Move to action : how to turn crucial conversations into action and results -- Yeah, but : advice for tough cases -- Putting it all together : tools for preparing and learning
ER  -