Includes index.

Part I. The anatomy of a critical conversation

Chapter 1. Let’s get critical! Making conversations count

Chapter 2. The ins and outs of a critical conversation

Chapter 3. Critical conversations: key elements to get you started

Chapter 4. Delivering the message with impact

Chapter 5. Knowing when it’s time to have a critical conversation

Part II. Making sense of how you communicate

Chapter 6. Building effective verbal communication techniques

Chapter 7. Grasping nonverbal cues

Chapter 8. Working with different communication styles

Part III. Getting down to specifics: creating a critical conversation

Chapter 9. Here’s the warm-up: getting yourself ready

Chapter 10. Keeping challenging situations productive

Chapter 11. Closing the conversation with ease

Part IV. Putting it all into practice

Chapter 12. Conversations in good times

Chapter 13. Conversations in bad times

Chapter 14. Dealing with staff disputes

Chapter 15. Identifying and working through workplace complaints

Chapter 16. Resolving difficult behaviors with critical conversations

Chapter 17. Customer conversations

Chapter 18. Hot topics in team conversations

Part V. The part of tens

Chapter 19. Ten benefits of leading a critical conversation

Chapter 20. Ten ways to keep your cool no one else is

Chapter 21. Ten ways to manage a conversation that’s going south