Book: Crucial Conversations

Techniques for Respectful Conflict
"We all face situations in life where things are tense and saying the right things is crucial. This is what the authors call a "crucial conversation." As opposed to a casual discussion, crucial conversations happen between two or more people when opinions vary, stakes are high, and emotions run strong. Whether you are approaching a boss who is breaking his or her own policies, critiquing a colleague's work, or talking to a team member who isn't keeping commitments, keeping the conversation productive can be very difficult."

- this quote is taken from a review on Amazon.com by Liam Brown on September 16, 2011

http://www.amazon.com/Crucial-Conversations-Talking-Stakes-Edition/dp/0071771328