tools for talking when stakes are high Patterson, Kerry text xxu New Delhi Tata McGraw-Hill c2012 2nd ed. monographic eng

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xviii, 244p. 24cm(pbk) 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. by Kerry Patterson ... [et al] Rev. ed. of: Crucial conversations : tools for talking when stakes are high / Kerry Patterson ... [et al.]. 2002. Includes bibliographical references (p. 31) and index. Interpersonal communication Interpersonal relations 153.6 9781259005213 1259005216 ENG-104739 DBAD/PUB DPL 120116 20120116124124.0 Eng