Crucial Conversations: Tools for Talking When Stakes are High 
"Most books make promises. This one delivers. These skills have not only helped us to change the culture of our company, but have also generated new techniques for working together in ways that enabled us to win the largest contract in our industry's history."--Dain M. Hancock, President, Lockheed Martin Aeronautics
A powerful, seven-step approach to handling difficult conversations with confidence and skill
"Crucial" conversations are interpersonal exchanges at work or at home that we dread having but know we cannot avoid. How do you say what needs to be said while avoiding an argument with a boss, child, or relationship partner? Crucial Conversations offers readers a proven seven-point strategy for achieving their goals in all those emotionally, psychologically, or legally charged situations that can arise in their professional and personal lives. Based on the authors' highly popular DialogueSmart training seminars, the techniques are geared toward getting people to lower their defenses, creating mutual respect and understanding, increasing emotional safety, and encouraging freedom of expression. Among other things, readers also learn about the four main factors that characterize crucial conversations, and they get a powerful six-minute mastery technique that prepares them to work through any highimpact situation with confidence.
Reviews
Pro:
-Reveals one of the great secrets how "true leaders" separate themselves from everyone else (based on numerous hours of first-hand corporate study)
-Describes "fight and flight" and other responses and how to tame them
-Details a near foolproof method/recipe for approaching others when stakes are high, topics are embarrassing, people disagree, etc.
-There is a two-day class that I took with this book which is the only commercial class I recommend. Find it and take it!
-I have improved myself immensely, have successfully approached beligerant co-workers and to diffuse tense family clashes. I've even been thanked for doing it!
Con:
-I honestly can't think of any
Bottom line: this book is a must read for everyone. Applies to everyday life, in and out of work. I also got the CDs, which are good now and again during my commute.
Even though directed more toward a business or office atmosphere, the same techniques can be applied to family and friends. The example stories cover a broad array of possible circumstances, which will help when conversations turn crucial (or critical). The chapters flow well, with a touch of humor. The skills can be easily learned. Chapters 1-2 are an introduction; Chapters 3-9 details how to use each skill; Chapters 10-12 is a summary and contains advanced study tools.
The authors believe good communication skills (talking, listening and acting together) start with the heart. To some these skills may seam obvious, but they are also meant to boost or to rid ourselves of years of bad habits. They will then become more conscience as practiced.
First is to recognize we need this book. Then we need to utilize it and build our communication skills to make them habits. I believe it is safe to say that most who pick this book up will come away with an improvement in some area.
"To improve is to change; to be perfect is to change often" --- Winston Churchill