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

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WHAT TO DO ONCE YOU STEP OUT

When you see that either Mutual Respect or Purpose is at risk, we’ve suggested that you shouldn’t ignore it. We’ve also argued that you should be able to find a way to both find Mutual Purpose and enjoy Mutual Respect—even with people who are enormously different.

But how? What are you supposed to actually do? We’ve shared a few modest ideas (mostly things to avoid), so let’s get into three hard-hitting skills that the best at dialogue use:

• Apologize

• Contrast

• Create a Mutual Purpose

Each skill helps rebuild either Mutual Respect or Mutual Purpose. First, we’ll study them in action. Then, we’ll see if they might help Yvonne get things back on track.

Where were you? You’re talking with a group of employees who ...

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