2012, Like new condition
Authors: Patterson, Grenny, McMillan and Switzler 
The book that revolutionized business communications has been updated for today’s workplace. Crucial Conversations provides powerful skills to ensure every conversation―especially difficult ones―leads to the results you want. Written in an engaging and witty style, it teaches readers how to be persuasive rather than abrasive, how to get back to productive dialogue when others blow up or clam up, and it offers powerful skills for mastering high-stakes conversations, regardless of the topic or person.
This edition gives you the tools to: 
-Prepare for high stakes situations 
-Transform anger and hurt feelings into powerful dialogue
-Make it safe to talk about almost anything 
-Be persuasive, not abrasive