This bestseller offers tools for handling conflicts by knowing how our unconscious language habits affect other people.

Interview with a book: Crucial Conversations, by Kerry Patterson  12/02/11

She shows how listeners can identify and tame the “dragons” that lie behind frustration, irritation, stress, anxiety, and outright anger. She focuses on moments when life seems unfair, painful, or frightening—when love takes a hike, when the job loses its zing, or when dreams refuse to come true.

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Interview with a book: Crucial Conversations, by Kerry Patterson 12/02/11

Interview with a book: Crucial Conversations, by Kerry Patterson 12/02/11