描述
开 本: 32开纸 张: 胶版纸包 装: 平装-胶订是否套装: 是国际标准书号ISBN: 9787220104725
? 读者广泛承认：纽约时报畅销书；美国亚马逊排行前列的沟通类畅销书籍
? 扎实的作者团队：作者团队中的成员几乎都有在世界知名企业指导培训和管理工作的经验，并有几位在斯坦福大学完成了心理学博士研究工作。他们的工作还涉及各种行为调查研究的项目。
? 精准的写作：着力描写人生关键时刻的沟通，*程度上发挥沟通技巧的效用。
? “你为何不负责？”（《关键对话》姊妹篇）：专注解决家庭与职场中的艰难讨论，讨论在双方达成共识并约定各负其责时，如何让失责的一方担负起自己的责任。
? 读者广泛承认：长期盘踞美国亚马逊榜首的沟通类畅销书籍
? 扎实的作者团队：作者团队中的成员几乎都有在世界知名企业指导培训和管理工作的经验，并有几位在斯坦福大学完成了心理学博士研究工作。他们的工作还涉及各种行为调查研究的项目。
关键责任
当别人做出违反公众预期的行为、打破预先约定的承诺，或者做出不良行为时，你该如何应对？是做沉默的大多数中的一员，还是不顾结果地发泄情绪？本书提供了让别人承担责任的技巧，包括在问责对话之前、之中、之后分别要做什么、怎么做，同时辅以丰富的对话情境和轻松幽默的小故事，帮助读者以*迅速的方式掌握这些技巧。
关键对话
本书旨在帮助读者掌握在关键时刻处理高风险对话的技巧，包括认清自己真正想要达到的目标，留意和确保对话的安全氛围，掌握彼此行为背后的缘由，把建议化为行动，等等；同时辅以丰富的对话情境和轻松幽默的小故事，帮助读者以*迅速的方式掌握这些技巧。
1
What’s a Crucial Conversation?
And Who Cares?
The single biggest problem in communication is
the illusion that it has taken place.
—GEORGE BERNARD SHAW
When people first hear the term “crucial conversation,” many conjure up images of presidents, emperors, and prime ministers seated around a massive table while they debate the future. Although it’s true that such discussions have a wide-sweeping impact, they’re not the kind we have in mind. The crucial conversations we’re referring to are interactions that happen to everyone. They’re the day-to-day conversations that affect your life.
Now, what makes one of your conversations crucial as opposed to plain vanilla? First, opinions vary. For example, you’re talking with your boss about a possible promotion. She thinks you’re not ready; you think you are. Second, stakes are high. You’re in a meeting with four coworkers and you’re trying to pick a new marketing strategy. You’ve got to do something different or your company isn’t going to hit its annual goals. Third, emotions run strong. You’re in the middle of a casual discussion with your spouse and he or she brings up an “ugly incident” that took place at yesterday’s neighborhood block party. Apparently not only did you flirt with someone at the party, but according to your spouse, “You were practically making out.” You don’t remember flirting. You simply remember being polite and friendly. Your spouse walks off in a huff.
And speaking of the block party, at one point you’re making small talk with your somewhat crotchety and always colorful neighbor about his shrinking kidneys when he says, “Speaking of the new fence you’re building . . .” From that moment on you end up in a heated debate over placing the new fence—three inches one way or the other. Three inches! He finishes by threatening you with a lawsuit, and you punctuate your points by mentioning that he’s not completely aware of the difference between his hind part and his elbow. Emotions run really strong.
What makes each of these conversations crucial—and not simply challenging, frustrating, frightening, or annoying—is that the results could have a huge impact on the quality of your life. In each case, some element of your daily routine could be forever altered for better or worse. Clearly a promotion could make a big difference. Your company’s success affects you and everyone you work with. Your relationship with your spouse influences every aspect of your life. Even something as trivial as a debate over a property line affects how you get along with your neighbor.
Despite the importance of crucial conversations, we often back away from them because we fear we’ll make matters worse. We’ve become masters at avoiding tough conversations. Coworkers send e-mail to each other when they should walk down the hall and talk turkey. Bosses leave voice mail in lieu of meeting with their direct reports. Family members change the subject when an issue gets too risky. We (the authors) have a friend who learned through a voice-mail message that his wife was divorcing him. We use all kinds of tactics to dodge touchy issues.
But it doesn’t have to be this way. If you know how to handle crucial conversations, you can effectively hold tough conversations about virtually any topic.
Crucial Conversation (kro–o – shel kän´vu? r sa´ shen) n
A discussion between two or more people where (1) stakes are high, (2) opinions vary, and (3) emotions run strong.
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