Let’s start this chapter by visiting a failed crucial conversation. You’ve just ended a heated debate with a group of people you supervise. What started out as a harmless discussion about your new product timelines ended up as a nasty argument. After an hour of carping and complaining, you finally went to your separate corners. You’re now walking down the hall wondering what happened. In a matter of minutes, an innocent discussion had transformed into a crucial conversation and then into a failed conversation—and you can’t recall why.
