Crucial Conversations Tools for Talking When Stakes Are High, Second Edition, 2nd Edition

FIRST, FOCUS ON WHAT YOU REALLY WANT

In reality, Greta didn’t give in to her raging desire to defend herself. Almost as soon as her finger rose like a loaded pistol, it dropped back to her side. Her face relaxed. At first she looked surprised, embarrassed, and maybe even a little upset. But then she took a deep breath and said: “You know what? We need to talk about this. I’m glad you asked the question. Thank you for taking that risk. I appreciate the trust it shows in me.”

Wow. We were struck. In a matter of seconds she had transformed from a dangerous weapon into a curious partner.

And then Greta talked turkey. She acknowledged the apparent hypocrisy in talking cost cutting while spending on a new office. She admitted that she did not know ...