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• Contents at a Glance
• Table of Contents
• Introduction
• About This Book
• Conventions Used in This Book
• What You’re Not to Read
• Foolish Assumptions
• How This Book Is Organized
• Icons Used in This Book
• Where to Go from Here
• Part I: The Anatomy of a Critical Conversation
• Chapter 1: Let’s Get Critical! Making Conversations Count
• Discovering the What, When, Who, and Where of Critical Conversations
• Making the Effort: Benefits of Critical Conversations Done Right
• The Golden Rule of Critical Conversations: Be Genuine
• Grasping the Art and Science of Critical Conversations
• Getting an EDGE on Critical Conversations
• Critical Conversations Are Everywhere
• Chapter 2: The Ins and Outs of a Critical Conversation
• It’s Not Just Words: Critical Conversations Matter
• Finding Out What Makes Conversations Critical
• It’s Not Easy! Why Critical Conversations Are So Hard
• Avoiding Common Communication Pitfalls
• Chapter 3: Critical Conversations: Key Elements to Get You Started
• Playing the Right Role
• Setting Up for Success
• Kicking Off the Conversation with Ease
• Chapter 4: Delivering the Message with Impact
• Examining Perspectives and Acknowledging Other Perceptions
• Deciding on Options to Move Forward
• Gain Commitment to get a Move On: Who Does What by When?
• Evaluating the Impact
• Chapter 5: Knowing When It’s Time to Have a Critical Conversation
• Your Indicator Light Is Flashing!
• Overdue Notice: Time for a Critical Conversation
• Multiple Issues: Handling the Snowball Effect
• Part II: Making Sense of How You Communicate
• Chapter 6: Building Effective Verbal Communication Techniques
• Great Communicators Are Made, Not Born
• Verbal Communication: When Words Matter Most
• Cooperative Language: Verbal Communication at Its Finest
• Chapter 7: Grasping Nonverbal Cues
• Noting Nonverbal Techniques that Speak Volumes
• Becoming an Expert in Active Listening
• Chapter 8: Working with Different Communication Styles
• Taking On Direct and Passive Communication Styles
• Saying Yes to Assertiveness
• Knowing Your Communication Style
• Sharpening Your Communication Style
• Part III: Getting Down to Specifics: Creating a Critical Conversation
• Chapter 9: Here’s the Warm-Up: Getting Yourself Ready
• Avoiding Pitfalls through Preparation
• Being Physically Prepared
• Being Emotionally Prepared
• Starting on the Right Track: Rapport and Trust
• Chapter 10: Keeping Challenging Situations Productive
• Righting a Wrong
• Keeping Tough Discussions Encouraging
• Dealing with Resistance
• Gaining Focus When Conversations Go Off Track
• Chapter 11: Closing the Conversation with Ease
• Making the Case for Closure
• Creating Powerful Action Plans
• Following Through for Success
• Part IV: Putting It All into Practice
• Chapter 12: Conversations in Good Times
• Using Critical Conversation Tools to Hire and Develop Superstars
• Coaching with Critical Conversations
• Making Everyday Conversations Count
• Opening Your Culture to Conversation
• Chapter 13: Conversations in Bad Times
• Preparing for a Performance Conversation
• Having Conversations When Performance Is Suffering
• Turning Poor Performers into Productive Performers
• Firing Employees with Compassion
• Keeping It Close to the Chest: Confidentiality Is Critical
• Chapter 14: Dealing with Staff Disputes
• Getting Results When Employees Aren’t Getting Along
• Getting Expert Tactics for Handling Staff Disputes
• Resolving the Five Biggest Staff Disputes
• Chapter 15: Identifying and Working through Workplace Complaints
• Addressing Workplace Complaints
• Using Critical Conversations When an Issue Is Raised
• Digging into Workplace Complaints
• Bringing in a Mediator
• Moving Forward after Tough Workplace Conversations
• Chapter 16: Resolving Difficult Behaviors with Critical Conversations
• Defining Difficult Behaviors
• Keying in on Difficult Behaviors
• Using a Critical Conversation to Turn Around Difficult Behaviors
• Building a Toolbox: Action Plans for Difficult Behaviors
• Finding the Words for Special Circumstances
• Stepping in When Bad Behavior Becomes a Pattern
• Chapter 17: Customer Conversations
• Helping Customer Relationships
• Providing Exceptional Customer Service
• Handling a Customer Who Crosses the Line
• Delivering Bad News to Clients
• Keeping Your Customers
• Chapter 18: Hot Topics in Team Conversations
• Creating a Productive Team
• Improving Team Behavior
• Part V: The Part of Tens
• Chapter 19: Ten Benefits of Leading a Critical Conversation
• Increasing Leadership Potential
• Maintaining Confidence throughout Tough Situations
• Influencing without Overpowering
• Developing Healthy Work Relationships
• Focusing on Teamwork
• Making Work Easier
• Developing Rapport Quickly
• Becoming a Better Coach
• Encouraging Different Ideas
• Managing Conflict Like a Pro
• Chapter 20: Ten Ways to Keep Your Cool When No One Else Is
• Taking a Breath and a Break
• Getting a Move On
• Expressing Your Emotions
• Asking for Help
• Stating the Obvious
• Finding the Positive
• Keeping the Problem in Perspective
• Knowing When to Walk Away
• Keeping Forward Movement
• Staying Flexible
• Chapter 21: Ten Ways to Manage a Conversation That’s Going South
• Dealing with Texting, Typing, and Checking Messages
• Meeting the Timekeeper
• Wording: Me-versus-You Language
• Checking Body Language
• Observing When the Talker becomes Silent
• Getting Defensive
• Handling the Situation When the Offense Strikes Back
• Ending the Blame Game
• Keeping Agreements in Tact
• Tempering Emotions
• Index