This is a great book to read for a business setting and can also help your personal communications. It teaches you how to recognize the real problem so that you address the issues that are actually going to make a difference. It also lays out decision making processes to help you decide IF this is a crucial confrontation. It shows you what a typical crucial confrontation looks like, and the negative effects that it can have on the workplace. The authors then illustrate what that conversation could and should look like, and provides examples of that style in practice. I advise anyone in a management position read this book and try to apply it's concepts.