crucial conversations Tools for Talking When Stakes are High by Kerry Patterson and More

Crucial Conversations, Third Edition

The single biggest problem in communication is the illusion that it has taken place. George Bernard Shaw

And so begins this book of tools for having the hard conversations. Communication is everything. It may seem as if all you need to do is talk. But it is never that simple. Everyone has opinions. Sometimes the stakes are high and emotions run high.

So, how do we have these important talks? Well, we don’t avoid them. We stop and take a moment or more to make sure we understand our own motivations and the other party’s opinions or views.

This book in the third edition addresses workplace conversations as well as personal relationship conversations. There will always be topics that are difficult to articulate without being seen as a bully. Whether it’s the ending of a relationship or giving a third warning to an employee. Have the facts and state your case clearly and then LISTEN.

In the hospitality industry, we deal with multiple personalities. Customers, staff, vendors, and they all need to be spoken to and handled differently. This book now sits on our shelf in the resource room. Unclear conversations lead to hurt feelings, misunderstandings, and loss of business.

We are referring to it on a daily basis.

Highly Recommend.

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