What's a crucial conversation? : and who cares? - Mastering crucial conversations : the power of dialogue - Start with heart : how to stay focused on what you really want - Learn to look : how to notice when safety is at risk - Make it safe : how to make it safe to talk about almost anything - Master my stories : how to stay in dialogue when you're angry, scared, or hurt - State my path : how to speak persuasively, not abrasively - Explore others' paths : how to listen when others blow up or clam up - Move to action : how to turn crucial conversations into action and results - Yeah, but : advice for tough cases -- Putting it all together : tools for preparing and learning