Crucial Conversations: Tools for Talking When Stakes Are High

By Al Switzler, Joseph Grenny, Ron McMillan (2002)

Believe that dialogue, no matter the circumstances, is always an option.

In the best companies, everyone holds everyone else accountable—regardless of level or position.

My Notes


Concerned that although the strike was over, the battle wasn’t, a manager asked one of the authors to lend a hand. So he met with the two groups of leaders (both managers and union heads) and asks them to do one thing. Each group was to go into a separate room and write out its goals for the company on flip-chart-sized paper.

When they finished their assignment, the groups then swapped places with the goal of finding anything—maybe just a morsel—but anything they might have in common. After a few minutes the two groups returned to the training room. They were positively stunned. It was as if they had written the exact same lists.

💡 You’re doing it wrong if: