CH. 1: What’s a Crucial Conversation?
And Who Cares? 1
CH. 2: Mastering Crucial Conversations
The Power of Dialogue
CH. 3: Start with Heart
How to Stay Focused on What You Really Want
CH. 4: Learn to Look
How to Notice When Safety Is at Risk
CH. 5: Make It Safe
How to Make It Safe to Talk About Almost Anything
CH. 6: Master My Stories
How to Stay in Dialogue When You’re Angry, Scared, or Hurt
CH. 7: STATE My Path
How to Speak Persuasively, Not Abrasively
CH. 8: Explore Others’ Paths
How to Listen When Others Blow Up or Clam Up
CH. 9: Move to Action
How to Turn Crucial Conversations into Action and Results
CH. 10: Yeah, But
Advice for Tough Cases
CH. 11: Putting It All Together
Tools for Preparing and Learning
Afterword
What I’ve Learned About Crucial Conversations in the Past Ten Years
ENDNOTES
INDEX