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Crucial conversations take place every day in our work. You know the type -- conversations where there are high stakes, differences of opinion, and strong emotion. The difference between mediocre and top performance lies not in strategies, hardware, or even in processes, but in how people handle those difficult conversations. At the heart of all problems in a team or organization are conversations that are either not being handled, or not being handled well.

Key Points

-Identify the conversations that are keeping you from your desired results

-Speak persuasively not abrasively, no matter the topic

-Make it safe for others to share their honest opinions

-Deal with people who either clam up or blow up

-Gain control of your own emotional responses

-Disagree without being disagreeable

-Influence without exerting force

This practical and powerful two-day workshop is based upon Crucial Conversations, one of the top 10 bestselling business books in 2005.