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Crucial Conversations: Tools for Talking When Stakes Are High
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Crucial Conversations: Tools for Talking When Stakes Are High

4.01  ·  Rating details ·  38,911 ratings  ·  2,106 reviews
Learn how to keep your cool and get the results you want when emotions flare.

When stakes are high, opinions vary, and emotions run strong, you have three choices: Avoid a crucial conversation and suffer the consequences; handle the conversation badly and suffer the consequences; or read Crucial Conversations and discover how to communicate best when it matters most. Crucia
Paperback, 240 pages
Published June 18th 2002 by McGraw-Hill (first published September 16th 2001)
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Jorge Villalta Si!! ya casi lo termino y tiene buenos tips. Tambien tiene mucha informacion muy compacta, entonces probablemente tenga volver de nuevo en un tiempo.…moreSi!! ya casi lo termino y tiene buenos tips. Tambien tiene mucha informacion muy compacta, entonces probablemente tenga volver de nuevo en un tiempo. Pero si se lo recomiendo!(less)
Geneva Boehlen I found mine at a thrift store, so while it's not free, check it out on ebay, or better yet, check your local library, your overdrive app, or hoopla.

Community Reviews

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Oct 17, 2013 rated it it was amazing
Recommends it for: Everyone, especially Goodreads Staff
Recommended to carol. by: surprisingly, a committee.
Dear Goodreads:

A 'crucial conversation' is one that
1) opinions vary
2) stakes are high
3) parties involved have strong emotions.

Sound familiar? What we have at Goodreads is a Crucial Conversation.

Ways you don't succeed in a crucial conversation:

1) Allowing your emotion to dictate your dialogue. Specifically, an emotional need to "win" or be "right."
2) Believe the answer is the "fool's choice" of a yes/no, right/left solution.

Ringing any bells? I can't state what the emotions of GR staff are right
Nancy G
Aug 15, 2007 rated it it was amazing
Recommends it for: everyone!
I teach this course and have found the skills and insights that people experience can be life-changing. This book will help you in your personal and professional relationships. Crucial Conversations is not about being confrontational, avoiding conflict, or getting your way. Its about how to help yourself and others stay in dialogue so you can get the results you want. Its about learning, finding the truth, and strengthening relationships.
Mar 20, 2012 rated it it was ok
Ok, I read this because the boss suggested it. He suggested it because I don't deal well with overly emotional, crying, touchy feely people. I'm more of a "get the hell over it" kind of girl.

The book is a jumbled up mess in the writing. It bounces from one example to the next, explains half a concept, jumps to another example, explains another part of a concept, and the might (or might not) get back to the original example. My guess is because it seems to have no less than 75 authors. Too many c
Dec 28, 2018 rated it really liked it  ·  review of another edition
Shelves: 2018, non-fiction, own
Self-help books can be a tough sell. Crucial Conversations was given to everyone where I work as required reading. When given required self-help reading you may immediately make assumptions:

• This is going to be cheesy
• I don’t have any issues, so I won’t need this
• This book will just waste my time
• Etc., etc., etc.

However, I can confidently say that Crucial Conversations will help direct the reader toward successful and meaningful conversations at both work and in your daily life.
Do you freque
Jun 11, 2007 rated it liked it
This book has valuable information, but the reader has to dig for it. I'm not impressed with the editing job; I think the editor could have helped bring more clarity to the discussion. They come up with a lot of jargon that you have to remember throughout the book ("Start with Heart," "Clever Stories," etc) and keeping track of their key words and phrases makes the learning process more difficult.

That said, I believe there are useful tools in the book (some exercises are similar to Cognitive-Beh
May 06, 2012 rated it liked it
It seems like every business book nowadays has a foreword by Stephen R. Covey. It’s almost like – if he didn’t endorse it - it’s not worth reading.

This book is not an easy read like Leadership and Self-Deception, Who Moved My Cheese, or The Myth of Multitasking. It is however worth reading because it has many gems and pearls of wisdom along the way.

A few of them I already knew:
Remember, to know and not do is really not to know. – p. xvi
“He that complies against his will is of his own opinion s
Sep 24, 2007 rated it it was amazing
Probably the most influential book I've read in the past five years. The concepts have probably been around for a long time, but this was my first exposure to them. I'm still learning how to do the things mentioned here, but it really has helped me shift the way I think about others. The authors have a web site with a lot of great stuff in it, and their monthly-ish newsletter is one I actually read!

NOTE: I haven't actually re-read it since I first got it, so this is a review of impact and conten
Feb 06, 2015 rated it really liked it
This book has all the ingredients one needs to improve one's interactions when one is stuck in cycles of rage or disagreement. It has remarkably similar prescriptions to other readings I have done on the subject on how to manage in a tense conversation in which one must come to some reasonable agreement. If everyone read a book like this once or twice in their lifetimes we might actually move the evolution ball down the court in a significant way. I wonder if in fact our politicians have had a l ...more

- the book had some pretty good advice, really not much I could have argued with
- it was indeed quite specific, and described real conversational tools, as stated in the title
- it had lots of examples
- it's pretty short and easy to read

So in a sense, I recommend it.


1) too much self-promo. Five times or so throughout the book they mentioned some super-exclusive very interesting content that's available at this link. Of course, I went there to check it out. Surprise, surprise, I ha
I love this book! It changed my life and I recommend it to everyone.

One of the major problems that has plagued me all my life was becoming too emotional when things were important to me. This book has helped me recognize that I was getting upset and helped me deal with my emotions so I could come back to the conversations from a calmer place.

The book is written in simple language with lots of repetition and stories to make it easy to read and understand. The authors also use a lot of acronyms
Daniel Silvert
Jul 13, 2011 rated it it was amazing
Crucial Conversations tackles one of the most difficult subjects in human relationships: How to navigate difficult conversations when 1) the stakes are high 2)opinions are at opposite ends, and 3) when emotions are charged. This book is so filled with insights and strategies, I had to read it twice and nearly use up two highlighters. At it’s core, the authors recommend asking yourself three critical questions before engaging in a difficult conversation:

What do I want for myself?
What do I want f
Parthiban Sundaram
Dec 27, 2009 rated it it was amazing
Two years ago I joined a large firm as a software developer to develop a business application. I was very excited as the opportunities were enormous and the growth potential was literally sky high. But the excitement did not last long. For, within a month of my work there, my manager kept making a series of decisions that were, well, simply unpalatable to me! These decisions frustrated me tremednously and what's
worse - these disagreements seemed to be the norm rather than an exception. I, quietl
I wasn't highly impressed with this book, I certainly don't recommend reading it via an e-reader. Perhaps it would have been more digestable and useful if I had purchased a physical copy of the book.
Shahine Ardeshir
Very rarely have I come across so sensible, articulate and powerful a book, particularly from the “Business/Self Help” genre.

The premise of this book is simple: Each of us, in all relationships in and outside of work that we conduct, face situations in which there is considerable gravitas attached to the outcome. Often, we behave less than we’re capable of in these circumstances, to unpleasant result. These are critical conversations, and there’s a certain skill to conducting them well.

The timin
Feb 03, 2018 rated it it was amazing
How do you deal with conflict? I tend to avoid it. That’s just how I’ve been wired for a long time.

Avoidance isn’t inherently bad, as it can give me time to work out problems or calm down before saying something out of place, but it can be exhausting, as I’ll mull things over without trying to solve the problem.

This once got me in trouble with substance abuse because I was trying to avoid reality. Now that I can identify the avoidant part of my personality, I can start trying to make it work be
Aug 22, 2010 rated it it was amazing
Recommends it for: Anyone
One of the amazing books I have read in recent times. Unlike many books, this book pinpoints the exact mistakes and reasons people make in high-stress conversations. Considering that many meetings these days are high-stress (time-pressures, market-pressures, customer complaints and so on), this book is a game-changer.

What makes this book wonderful is that tells you to change your Inner Game to be able to practice it. The tools the authors propose are not "fake-smile" type add-ons, but require a
Sepideh R
Aug 02, 2017 rated it really liked it
pretty smooth, not so long, useful, and practical.
Here are some lines that I enjoyed:

- "It is an amazing but true thing that practically the only people who ever say mean, insulting, wounding things to us are those of our own households. "

- "Others don't make you mad, you make you mad. you make you scared, annoyed or insulted. You and only you create your emotions. "

- "It's important to get in touch with your feelings, and to do so, you may want to expand your emotional vocabulary."

- " When it c
Apr 26, 2015 rated it it was ok
Shelves: non-fiction
Good concepts, but content ended up coming across pretty dull. I found myself setting this down and not wanting to pick it back up again. I'm beginning to think that I actually do not enjoy "self help" books. Just feel like watered down textbooks that I feel like could be summed up in a MUCH shorter essay!

Get to the point already!
Antoinette Perez
I don't know if I can write a purely objective review, as though my brain were wiped clean of everything I know about conversations. The book that caught my eyes and my heart was Fierce Conversations, and both Fierce and Crucial cover the territory of conversations. But they do so quite differently, and which book helps each person more is first probably a matter of taste.

Crucial is written in a very familiar business non-fiction style: two shades more friendly than an academic textbook, but sti
Srivatsan Sridharan
Jul 25, 2015 rated it really liked it
Yes, it is a self-help book. And like all self-help books, the authors of Crucial Conversations do try to push this into your face that their book will revolutionize your life. But if you get past all the hardball selling and brainwashing, you'll realize that there are gems of very beautiful, sane and thought-provoking advice in the book. The key to appreciating this book is to relate it with your own life experiences. If you read it superficially to pass the time, it will seem like bore. But if ...more
Jeff Yoak
This book was wonderful. It's probably the best communication book that I've read since The Gentle Art of Verbal Self Defense, and probably the one that could provide me with the most value of any that I've read.

The book thoughtfully covers what makes conversations crucial, and discusses the nature of dialog, what gets in the way of dialog, and how to overcome those challenges.

One caution: I read most books in audio, and this book so captivated me that when I started it in audio, I finished that
Josh Utterback
Aug 09, 2010 rated it did not like it
Recommends it for: No ONE!!!
Recommended to Josh by: Paula Hamm
Shelves: 2010
I had to read this for work and it was a total waste of time. The skills presented are all common sense. For all of their concepts they come up with mnemonics to help you remember. However, there are so many of them you can't keep straight which one is for what and what the letters actually mean. Finally, the examples were forced and completely unrealistic. Real people don't talk or act like their examples. The one I loved the most was the wife who thought her husband was cheating on her because ...more
Justin Gravitt
Jul 19, 2017 rated it really liked it
This book was extremely strong on content, but it felt like the text dragged on and on. The examples were on point, but could have been shortened. The principles were well expressed, but again needn't be so long.

I'd recommend this book for the content alone, but be prepared to skim sections once you have an understanding of the principles.
Mario Tomic
Nov 06, 2013 rated it it was amazing
Simply awesome and life changing, goes straight to my top 5 all time favorites! I wish I had read this book years ago.
Mar 17, 2015 rated it really liked it
From the Forward message at the beginning "To KNOW and not to DO is really to not to know".
Crucial Conversation: A discussion between 2 or more people where (1) stakes are high (2) opinions vary (3) emotions run strong.

CH 1) tells you why your body reacts the way it does when faced with a heated moment.
Someone says something you disagree with, this happens: two tiny organs atop your kidneys pump adrenaline into your bloodstream. Your brain then diverts blood from activities it deems nonessentia
Sandro Mancuso
Nov 23, 2018 rated it it was amazing
This is a great book. I learned a lot from it and highly recommend to everyone.
Oct 23, 2010 rated it really liked it
This review has been hidden because it contains spoilers. To view it, click here.
Jan 27, 2011 rated it liked it
Shelves: i-own
Like most self-help and business books, this book presented ideas in a straightforward approach and with simple examples and explanations to the extent that most of the concepts presented felt very "common sense" and leaving the reader with thoughts like "well, yeah, why didn't I think of that?" The book discusses the topic of Crucial Conversations which are conversations in which there are 3 Elements: (1) High Stakes, (2) Varied Opinions and (3) Strong Emotions. In these situations, the authors ...more
Tigran Mamikonian
Книга Трудные Диалоги является весьма прикладным и структурированным пособием, описывающим очень полезные приемы ведения трудных диалогов.
Авторы книги являются специалистами в области психологии и по данной книге уже более 10 лет проводятся профильные тренинги в области кофликтологии и коммуникации.
Ниже, привожу для основные мысли и рекомендации, которые вынес для себя:

Обеспечьте безопасность диалога, т.е. убедитесь, что собеседник чувствует уверенность, что у
Farnoosh Brock
Dec 11, 2016 rated it it was amazing
Shelves: business-spirit
Truly one of the most practical and brilliant business books, and this from someone who loathes the average "New York Times best-selling business book!". This book offers deep insights into the human psyche around relationships and interactions, communications and relating to one another and the world of things that can go wrong - that does go wrong - on a daily basis. It applies to your relationship with your boss, business colleagues, partner, spouse, co-worker, friends, and your entire ecosys ...more
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Does anyone have a summary of the book? 1 4 Aug 08, 2018 08:27AM  
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Book discussion 6 73 May 04, 2015 06:39PM  
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Kerry is a prolific writer who has coauthored numerous articles and award-winning training programs. Kerry taught at Brigham Young University’s Marriott School of Management and then cofounded Interact Performance Systems, where he worked for ten years as vice president of research and development. Kerry is coauthor of the New York Times bestsellers Change Anything, Crucial Conversations, Crucial ...more
“People who are skilled at dialogue do their best to make it safe for everyone to add their meaning to the shared pool--even ideas that at first glance appear controversial, wrong, or at odds with their own beliefs. Now, obviously they don't agree with every idea; they simply do their best to ensure that all ideas find their way into the open.” 22 likes
“It’s the most talented, not the least talented, who are continually trying to improve their dialogue skills. As is often the case, the rich get richer.” 10 likes
More quotes…