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Title: Not simply a "theory" book but is filled with fantastic examples and real life dialog.
Review: I actually procrastinated before I read this book. I wish I hadn't! It was given to me by our sales star Renee Smith. Her brother is Joseph Grenny. Kerry, Joseph, Ron, and Al have attacked a topic difficult to wrap your arms around. The statement "We're designed wrong. When conversations turn from routine to crucial, we're often in trouble" is extremely insightful. How many times have I had emotions get in the way... embarrassingly many. This is not simply a "theory" book but is filled with fantastic examples and real life dialog. It is so full of information that I recommend a "study" approach going over this resource many times. One of my favorite sections is on "Start with the heart-Get ready to listen.
