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Crucial Confrontations by Al Switzler, Ron McMillan, Joseph Grenny, Kerry Patterson

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2Master My Stories

Have you ever noticed? Anybody going slower

than you is an idiot, and anyone going faster

than you is a maniac.

—GEORGE CARLIN

How to Get Your Head Rightbefore Opening Your Mouth

Anyone who has ever dealt with crucial confrontations realizes that a person’s behavior during the first few seconds of the interaction sets the tone for everything that follows. You have no more than a sentence or two to establish the climate. If you set the wrong tone or mood, it’s hard to turn things around.

This can be troublesome because when someone lets us down or behaves badly, the last thing we’re thinking about is the climate we’re about to establish. More often than not we’re completely immersed in the details of what just happened. And ...

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