Preface


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Preface
PrefaceWhen we published Crucial Conversations in 2002, we made a bold claim. We argued that the root cause of many—if not most—human problems lies in how people behave when others disagree with them about high-stakes, emotional issues. We suggested that dramatic improvements in organizational performance were possible if people learned the skills routinely practiced by those who have found a way to master these high-stakes, "crucial" moments.If anything, our conviction in this principle has grown in the subsequent decade. A growing body of research evidence shows that when leaders invest in creating a Crucial Conversations culture, nuclear power plants are safer, financial services firms gain greater customer loyalty, hospitals save more lives, government organizations deliver dramatically improv…
Citation
Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler: Crucial Conversations Tools for Talking When Stakes Are High, Second Edition. Preface, Chapter (McGraw-Hill Professional, 2012), AccessEngineering Export