Amazon.com description: Product Description: This is a Summary of Patterson, Grenny, McMillan, Switzler’s Crucial Conversations - a book The New York Times and Washington Post named bestseller that changed the way millions communicate. Crucial Conversation is a book which suggests basic but useful tools for participating in constructive and healthy discussions even in highly charged circumstances. The authors, Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzer, experts in the analysis of performance of organizations, report in this book their research findings on “crucial moments”—defined as times when people’s actions most often cause deferentially unreasonable impact on their personal, workplace and social relationships. To do this, they focus on “influencers”—people who possess a natural talent to lead. Their 20-year study, which covers over 100,000 respondents, reveals that crucial conversations are about extremely important topics where attitudes are widely divergent and likewise highly passionate as well. Available in a variety of formats, this summary is aimed for those who want to capture the gist of the book but don't have the current time to devour all 272 pages. You get the main summary along with all of the benefits and lessons the actual book has to offer. This is a summary that is not intended to be used without reference to the original book.