Preface 1 Whatís a Crucial Conversation? 2 Mastering Crucial Conversations PART I WHAT TO DO BEFORE YOU OPEN YOUR MOUTH †††3 Choose Your Topic †††4 Start with Heart †††5 Master My Stories PART II HOW TO OPEN YOUR MOUTH †††6 Learn to Look †††7 Make It Safe †††8 STATE My Path †††9 Explore Othersí Paths †††10 Retake Your Pen PART III HOW TO FINISH †††11 Move to Action †††12 Yeah, But †††13 Putting It All Together Notes Index
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