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.
1. Sort out the three conversations -- 2. Stop arguing about who's right: explore each other's stories -- 3. Don't assume they meant it: disentangle intent from impact -- 4. Abandon blame: map the contribution system -- 5. Have your feelings (or they will have you) -- 6. Ground your identity: ask yourself what's at stake -- 7. What's your purpose?: when to raise it and when to let go -- 8. Getting started: begin from the third story -- 9. Learning: listen from the inside out -- 10. Expression: speak for yourself with clarity and power -- 11. Problem-solving: take the lead -- 12. Putting it all together -- Ten questions people ask about difficult conversations -- A road map to Difficult conversations.