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

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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 ...

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