Inevitably, there will be “crucial moments” in our lives that are difficult to solve but will have a significant impact on the overall course of our life. However, most people handle these moments poorly, and even choose to avoid them. This book teaches us practical skills to handle crucial conversations, avoid unnecessary arguments, and achieve effective communication. This book is based on over 20 years of empirical research and data gathered from more than 100,000 people around the world. The skills described here have been adopted by more than 300 of the Fortune 500 companies, and the book has sold 3 million copies in the United States.