I didn’t know what I was stepping into. Strained voices were raised. Pointed accusations flew like snowballs across the narrow distance between the parties. Trying to scramble for control of the situation I treaded water verbally, first succeeding, then flailing, and then failing monumentally, shifting from mediator to combatant in one fell swoop. It was one of my most significant moments of failure as a pastor and a man.
Your failure in the midst of crucial conversations might not be as dramatic. In fact, maybe you failed by turning tail and running. That’s what is so difficult about these turning-point moments: failure is easy, success is hard.
Crucial Conversations is aimed at equipping the reader with a number of tools to use to navigate high pressure and high consequence conversations. Who couldn't improve in their ability to navigate these conversations? Unlike a lot of books in a similar genre, the authors present several different tools in the course of the book to help navigate these conversations. The book is therefore very content rich and not easy to reduce to a simple technique or phrase. Here is the most concise summary I can come up with: in the midst of crucial conversations, check your heart, listen well, and respond thoughtfully.