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

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A MOMENT OF TRUTH

To see how the desires of our hearts can affect our ability to stay in dialogue, let’s take a look at a real-life example.

Greta, the CEO of a midsized corporation, is two hours into a rather tense meeting with her top leaders. For the past six months, she has been on a personal campaign to reduce costs. Little has been accomplished to date, so Greta calls the meeting. Surely people will tell her why they haven’t started cutting costs. After all, she has taken great pains to foster candor.

Greta has just opened the meeting to questions when a manager haltingly rises to his feet, fidgets, stares at the floor, and then nervously asks if he can ask a very tough question. The way the fellow emphasizes the word very makes it sound ...

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