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The first edition of Crucial Conversations exploded onto the scene and revolutionized the way millions of people communicate when stakes are high. This new edition gives you the tools to:

• Prepare for high-stakes situations
• Transform anger and hurt feelings into powerful dialogue
• Make it safe to talk about almost anything
• Be persuasive, not abrasive

• Sales Rank: #2681 in eBooks
• Published on: 2011-09-16
• Released on: 2011-09-16
• Format: Kindle eBook

About the Author
Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler are cofounders of VitalSmarts, an innovator in corporate training and organizational performance. Together they have developed award-winning training products based on more than thirty years of ongoing research and have helped more than 300 of the Fortune 500 realize significant results by driving behavior change.
www.vitalsmarts.com

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

Most helpful customer reviews

634 of 669 people found the following review helpful.
These techniques really work!
By A Customer
I bought this book after undergoing a first, miserable mediation session with my soon-to-be-exhusband. The stakes are high--it's our property settlement, and my husband had been cashing out the savings and spending them, while leaving me to take care of the 2 mortgages and other obligations. It was easy, but not very productive, to point out where I felt he was wrong.
I started reading Crucial Conversations and using the tools as well as I could, while watching our mediator model them. I stopped participating in the accuse/counter-accuse game, and focused on bringing information to the table, while I used the crucial conversation tools to keep our discussions productive.
The book starts out with a self-assessment to determine your own communications strengths and weaknesses.
My biggest faux-pas with my husband was to cause Respect violations. The CC tools gave me a usable set of actions to take to set things back on track:
* Apologize (I'm sorry if that sounded disrespectful.)
* Contrast (I don't want to make you out to be the bad guy, I'm just concerned that I won't have any funds left to cover the emergencies.)
* CRIB
- Commit to seek mutual purpose (I'll stay in this process as long as it takes for us to reach agreement.)
- Recognize the purpose behind his strategy (It's understandable that you're unhappy with our situation and that you're trying to do something to feel better.)
- Invent a mutual purpose (I want us both to be happy and secure after the divorce.)
- Brainstorm new strategies (Maybe we can just focus on the numbers for now, and put off worrying about how we're going to divide things until later.
Using these tools has kept the dialogue moving forward, and we're very close to agreement, after just two more sessions.
The Crucial Conversations tools won't change another person who's determined to be unreasonable into a perfectly cooperative person, but they will give you a sane way to stay in dialogue and still hold the other person accountable for his or her own irrational attitudes and behavior.
I think this book is a must-have for anyone who has had a hard time dealing with conflict. I'll be reaching for it again, I know.

227 of 249 people found the following review helpful.
For when things get crucial
By Liam Brown
We all face situations in life where things are tense and saying the right things is crucial. This is what the authors call a "crucial conversation." As opposed to a casual discussion, crucial conversations happen between two or more people when opinions vary, stakes are high, and emotions run strong. Whether you are approaching a boss who is breaking his or her own policies, critiquing a colleague's work, or talking to a team member who isn't keeping commitments, keeping the conversation productive can be very difficult.

The main technique the authors teach is the talent of dialogue. This is the free flow of meaning between two or more people. People who use this technique are able to find a way to get all relevant information from themselves and others out in the open and make it safe for everyone to add their meaning to the shared pool. These people try hard to ensure that all ideas find their way into the forum; and as this "pool of shared meaning" grows, it helps people by exposing them to more accurate and relevant information so they can make better decisions.

In this, the 2nd edition, the book ads access to new material including a video vault that illustrates each of the authors' techniques being acted out, new case studies, and new tools to help you maneuver effectively through crucial conversations. This wise and witty guide gives you the tools you need to step up to life's most difficult and important conversations, say what's on your mind, and achieve positive outcomes. You'll learn how to:

* Prepare for high-impact situations with a six-minute mastery technique
* Make it safe to talk about almost anything
* Be persuasive, not abrasive
* Keep listening when others blow up or clam up
* Turn crucial conversations into the action and results you want

All in all a great book for developing advanced people skills. Another must read in this genre is Emotional Intelligence 2.0.

213 of 236 people found the following review helpful.
Insightful, practical, engaging--an exceptional book!
By A Customer
When I obtained a copy of Crucial Conversations, I had very high expectations of this book having read the authors' outstanding earlier work, The Balancing Act. I must say I wasn't disappointed; in fact, I was delighted! Crucial Conversations is an extremely insightful and very practical book. Indeed, it is a very rare combination to find a book that contains profound ideas as well as provides actionable tools and Crucial Conversations delivers both.
The book addresses a topic that is largely misunderstood and vastly underestimated: high stakes dialogue. The authors define crucial conversations as those where 1) stakes are high, 2) opinions vary, and 3) emotions run strong, or in other words, much of both our professional and personal lives. We're all involved in crucial conversations at home and at work but most of us are not very aware of the interpersonal dynamics at play and/or we're unskilled in how to respond differently. The book helps the reader first understand the principles involved in "crucial conversations" but then also helps the reader develop real skills and abilities to choose or change their communication patterns. The end result is remarkable. The book's impact is a much bigger idea than simple communication--it's all about effective human interaction and getting results with and through people.
The book is highly readable, extremely engaging and actually quite fun. It is filled with illustrations and stories from all walks of life: business examples, personal examples and family examples. The fact that the principles and skills the authors teach can be applied in all dimensions of life--work, home, personal--is very appealing to me and made the book extremely helpful on many fronts.
I benefitted most from this book from a business standpoint and have found that applying these skills has made a real difference at work. I'm more courageous and more considerate at the same time. I understand people better but I especially understand myself better. I'm far more conscious and aware of my dialogue with others and I've greatly improved my skills and abilities to lead effectively. The bottom line is, I'm helping my company get better results and I'm far more effective personally. If more people in business were to apply these principles and skills in the frequent crucial conversations they have at work, they would make better decisions, achieve better results and do it all in a way that would build the trust and strengthen relationships. I couldn't give a book higher marks. Outstanding!

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• Sales Rank: #2339738 in Books
• Published on: 2016-01-01
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x 1.74" w x 6.00" l, 2.21 pounds
• Binding: Paperback
• 772 pages

Most helpful customer reviews

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By TKV
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0 of 0 people found the following review helpful.
Excellent book
By Dr.modi
Excellent book , I read it twice with question bank and I pass the exam the only thing that need to added is more revise tables and images especially for anatomy

Thank you

0 of 0 people found the following review helpful.
Delivery as informed
By Amazon Customer
Arrived in good condition

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The Psychology of Learning and Motivation publishes empirical and theoretical contributions in cognitive and experimental psychology, ranging from classical and instrumental conditioning to complex learning and problem solving. Each chapter provides a thoughtful integration of a body of work.

• Sales Rank: #12653271 in Books
• Published on: 2003-06-20
• Original language: English
• Number of items: 1
• Dimensions: 9.02" h x .75" w x 5.98" l, 1.25 pounds
• Binding: Hardcover
• 316 pages

Review
Praise for the Series
"A remarkable number of landmark papers... An important collection of theory and data."
--CONTEMPORARY PSYCHOLOGY

About the Author
Brian H. Ross is a Professor of Psychology and of the Beckman Institute for Advanced Science and Technology at the University of Illinois at Urbana-Champaign. His research areas have included problem solving, complex learning, categorization, reasoning, memory, and mathematical modeling. He has been funded by the National Science Foundation, the Air Force Office of Scientific Research, and the Institute of Education Sciences. Ross has been Editor-in-Chief of the journal Memory & Cognition, Chair of the Governing Board of the Psychonomic Society, and co-author of a textbook, Cognitive Psychology. He has held temporary leadership positions on the University of Illinois campus as Department Head of Psychology, Associate Dean of the Sciences, and Dean of Liberal Arts and Sciences. Ross has degrees from Brown University (B.S., Honors in Psychology), Rutgers University (M.S. in Mathematical Statistics), Yale University (M.S. in Psychology), and Stanford University (PhD.). Ross has been Editor of The Psychology of Learning and Motivation since 2000.

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Titles of related interest also available from Waveland Press: Hopp, Supply Chain Science (ISBN 9781577667384) and Hopp-Spearman, Factory Physics, Third Edition (ISBN 9781577667391).

• Sales Rank: #114762 in Books
• Published on: 2015-01-21
• Original language: English
• Dimensions: 10.25" h x 8.00" w x 1.75" l,
• Binding: Hardcover
• 820 pages

Review
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Good, but would not recommend to beginners.
By Mr.Right
I was looking for a book that would relate to a lot of the stuff I am learning in my program at school (Masters Degree). The book is very detailed which is good, but if you do not have a lot of experience with some of the formulas being used you might struggle. Not that I am a pro, but I have been around long enough to understand what the book is trying to teach. The book is ok. Its not bad, but its not great either. Some of the examples it uses could use more detail or better wording. Also, at the end of each chapter there are some test problems, but I could not find the answers anywhere in the book. The questions have a "CD" Image next to the questions, but I do not know if that means a disk should have come with the book. Bottom line. If this subject is new to you, then you may want to look into other books. I would only recommend this book to people at an intermediate level.

Something to note: The book came damaged with a cracked spine and a couple of other dents. That was a little disappointing since I was expecting a book wrapped in plastic that looks new and not used. I am going to return the book because of that. Regardless of the damage, my rating is based solely on the material of the book. But the time I had with it was enough to see how much of a rating I would give it. I am waiting for my other book to come in which is an Operations Management book (ISBN-13: 978-0078024108). I am hoping for a better layout in my new OM book. Especially since it cost a lot more ;)

If you have any good recommendations on other Ops Mgmt books, I would love to hear from you. Thanks for reading my review.

1 of 2 people found the following review helpful.
Good for what it does, bad for what it doesn't.
By David Schweitzer
I'm not yet through with this book in the course I am taking that uses it, so bear that in mind. Also bear in mind that I come from a mathematical background, not a management or industrial or systems engineering background. That said, this book is distinctly divided into two major areas:

1) What it does well
2) What it doesn't do well

Let's talk about what it doesn't do well. New in this edition are the inclusion of many qualitative ideas including risk factors involving a range of four terms from variation to chaos (something apparently new in the field), a guidance on methodologies for aggregate planning, the entirety of Chapter 7, among other things.

And for each of these things (we're currently on chapter 4 in class, but I've read through Chapter 10), nothing is explained in any concrete terms. It comes off as a lot of double speak to throw you around so the author can say "Hey we included this new material now we're the most comprehensive book out there!" You're given a rough explanation on something, shown no example on how someone might apply this knowledge, and then asked to explain things yourself. This was quite the issue in both the Variation-Chaos range of risk analysis (where the wording of each example you're supposed to match to one of the four terms was largely ambiguous) and when dealing with aggregate planning but considering "special cases," such as stock outs, demand backordered or lost, etc.

In some cases, you're meant to justify a point (like deciding if something is a variational risk or a planned risk), but the author gives no real indication that this is okay and treats it more as a binary idea (you're right or wrong so choose correctly). This is disconcerting since apparently, there actually IS a statistical difference in the differences in terms--meaning there are concrete differences in them, so there actually can be right or wrong answers. Considering this edition was copyrighted 2015, the BASIC paper defining these terms came out in the early 2000s, and significant research has been done to better elucidate those terms since then, this author could have done just a wee bit more research into how managers/researchers actually USE these terms.

But in the case of aggregate planning, the biggest offender comes into play. Engineering is a largely jargon-heavy field, where each textbook uses its own vocabulary, experienced professionals use theirs, and while there is much overlay, good textbooks accurately explain (sometimes just one sentence is necessary) what this jargon means.

This book does not. You are assumed to not only have some knowledge of manufacturing or production and the jargon associated, you are ALSO expected to have knowledge of financial measures you might not yet have. This is because the book talks about a few ideas as if you already knew them and then tells you to deal with said problem. A rough example is the book telling you that stock outs can be a major factor in aggregate planning because of some reason, so now here's a problem telling you to modify a previous problem but include a stock out.

Don't know what a stock out is? Don't know how you modify an existing problem to accurately reflect it? That's too bad. It's not a hard thing to do, but neither is adding 2 and 3 to get 5, but you still had to learn it somehow by counting two and then three more fingers on your hand when you were younger. Imagine if your teacher taught you how to add but assumed you already knew; here we have an operations book teaching operations analysis and assuming you have some operations analysis knowledge already. Bad idea.

Which leads to the other offender that isn't TOO bad but only because of my "good points" section coming up. There are very few examples illustrating how to do anything at all. The book is largely interested in the qualitative or descriptive explanations for why things are the way they are. From a math background, this is the engineering equivalent of "handwaving" that math text authors will use to skip several steps between examples or (worse) proofs. Normally (again, for my upcoming explanation), this isn't too bad. The problem is how VARIED the problems all are, requiring some precision in tinkering with the machinery, but you're only told the basics of what an idea is.

Imagine if someone detailed to you, very clearly, the steps in assembling a basic electronic circuit involving resistance, capacitance, inductance, and voltage. And then you were suddenly given a brief explanation for what a signal antenna does, and you were now asked to build one. Good luck! But that is what is done here frequently.

So now let's talk about the good points!

The examples this book does show, they are amazingly explained with almost every step fully detailed, and the problem types are varied enough for you that, when you solve them, you will wind up with many different tools under your belt to tackle just about any problem (provided of course you can handle them). In many cases, problems are solved through Excel than by hand, and this book doesn't just throw Excel at you--it teaches you how to work with Excel. You are told, very clearly, not only what to do, but WHY you need to do it according to the formulas or problem presentation, so you can accurately (and correctly) link your machinations to your actual thinking process (indeed, many students struggle seeing their professor quickly go through an example in Excel or on the computer when equations and examples are solved in the book step-by-step, or "by hand.").

In fact, this book is an excellent text on showing you how you ought to be setting up problems in Excel so you can learn really, REALLY good organizational skills in managing your worksheets. Except for books specifically dealing with Excel (like the Excel 2013 Bible), I don't think I've seen a book that better illustrates the organization good planners use when creating tables of information to use (and it all starts early on in Chapter 3's Aggregate Planning, so you get a lot of experience throughout the rest of the book, where many other books just throw in an Appendix saying "oh by the way you can use Excel here's how").

This, then, is the perfect marriage of thinking like a planner (working by hand or thought) and planning like a worker (putting numbers in a table and manipulating them to some extent).

There is also some obvious thought as to the flow of the book. You're taken from Step 1 of the planning procedure all the way to the Final Step of the production procedure in a way that, I think, accurately reflects the production plant's "mind," if it can have one. I've seen books that throw all the basics of all the steps at the beginning and use the latter half to discuss special situations. This book prefers to handle everything in a timely way. Need to learn how to deal with inventory? Done. What about inventory with uncertain demand? That's not 12 chapters away because it's "special," that comes logically right after. Considering how irritatingly many engineering books are written, especially one so focused on descriptive ideas rather than pure number crunching math, this is a welcome breath of fresh air.

It can be compared to the massive and commonly used Operations Research text by Winston, which is a typical student's introduction to linear programming, operations research, and program planning. That book is definitely the ideal introduction to a subject with how clearly examples are done, but the flow of topics seems... Off. Integer programming is formally taught way too late considering how frequently it gets mentioned in earlier chapters (mentioned for good reasons, meaning it would have been better included earlier).

But back to this, the flow is superb.

And finally, the math. The math is written just well enough to justify itself as a typical undergraduate engineering book. This is meant for the user, not the researcher, so theory is largely discarded in favor of explanations for the basis of the equation(s), as well as derivations of useful equations based on "initial equations" that come from said explanations. Most engineering textbooks are pure derivations whose explanations are reduced to simply "We're going to turn equation 1 into equation 2. Why? Just do it." The author clearly intends this book for a student to learn FIRST, not a worker who needs a reference first.

All in all, I plan on keeping this text, and I definitely recommend it, even if I don't give it 5 stars. There are just things it can do better, but this is certainly not a bad book at all.

1 of 2 people found the following review helpful.
thanks to this book,
By Yunjie Zhang
thanks to this book, my friends and I survived our supply chain class (our class is a disaster and no one knows what he is talking about)

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This collection of essays challenges static and binary discourses regarding the Cuban healthcare system, bringing together papers that paint a nuanced and dynamic picture of the intricacies of Cuban health(care) as it is represented and experienced both on the island and around the world.

• Sales Rank: #1757119 in Books
• Published on: 2013-10-15
• Released on: 2013-10-15
• Original language: English
• Number of items: 1
• Dimensions: 9.00" h x .73" w x 6.00" l, .94 pounds
• Binding: Paperback
• 290 pages

About the Author
Nancy Burke spent the last two decades helping people find their best places in the work world. She grew up in human resources roles at Pillsbury, U.S. Bank, and Jostens followed by an SVP role with Lee Hecht Harrison, a leading global career services firm where she led the Twin Cities career transition practice for years. Now, Nancy provides coaching through her company, FuturePerfect, and is also a founder and principal of Burke&Penn, a business that helps people 50+ plan their futures in life and work.

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• Sales Rank: #643678 in Books
• Published on: 2013-05-13
• Original language: French, German
• Number of items: 1
• Dimensions: 10.20" h x .55" w x 7.24" l,
• Binding: Paperback
• 143 pages

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• Sales Rank: #2302016 in Books
• Published on: 2015-03-31
• Original language: English
• Dimensions: 9.45" h x 1.26" w x 6.22" l, 1.94 pounds
• Binding: Paperback
• 640 pages

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