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This New York Times bestseller and business classic has been fully updated for a world where skilled communication is more important than ever.

The book that revolutionized business communications has been updated for today’s workplace. Crucial Conversations provides powerful skills to ensure every conversation―especially difficult ones―leads to the results you want. Written in an engaging and witty style, it teaches readers how to be persuasive rather than abrasive, how to get back to productive dialogue when others blow up or clam up, and it offers powerful skills for mastering high-stakes conversations, regardless of the topic or person.

This new edition addresses issues that have arisen in recent years. You’ll learn how to:

Whether they take place at work or at home, with your coworkers or your spouse, Crucial Conversations have a profound impact on your career, your happiness, and your future. With the skills you learn in this book, you'll never have to worry about the outcome of a Crucial Conversation again.

Hold anyone accountable. Master performance discussions. Get RESULTS.

Broken promises, missed deadlines, poor behavior--they don't just make others' lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. Crucial Accountability offers the tools for improving relationships in the workplace and in life and for resolving all these problems--permanently.

PRAISE FOR CRUCIAL ACCOUNTABILITY:

"Revolutionary ideas ... opportunities for breakthrough ..." -- Stephen R. Covey, author of The 7 Habits of Highly Effective People

"Unleash the true potential of a relationship or organization and move it to the next level." -- Ken Blanchard, coauthor of The One Minute Manager

"The most recommended and most effective resource in my library." -- Stacey Allerton Firth, Vice President, Human Resources, Ford of Canada

"Brilliant strategies for those difficult discussions at home and in the workplace." -- Soledad O’Brien, CNN news anchor and producer

"This book is the real deal.... Read it, underline it, learn from it. It's a gem." -- Mike Murray, VP Human Resources and Administration (retired), Microsoft

This New York Times bestseller and business classic has been fully updated for a world where skilled communication is more important than ever.

The book that revolutionized business communications has been updated for today’s communication challenges. Crucial Conversations provides powerful skills to ensure every conversation―especially difficult ones―leads to the results you want. Written in an engaging and witty style, it teaches readers how to be persuasive rather than abrasive, how to get back to productive dialogue when others blow up or clam up, and it offers powerful skills for mastering high-stakes conversations, regardless of the topic or person.

This new edition addresses issues that have arisen in recent years. You’ll learn how to:

Whether they take place at work or at home, with your coworkers or your spouse, Crucial Conversations have a profound impact on your career, your happiness, and your future. With the skills you learn in this book, you'll never have to worry about the outcome of a Crucial Conversation again.

The New York Times and Washington Post bestseller that changed the way millions communicate

“[Crucial Conversations] draws our attention to those defining moments that literally shape our lives, our relationships, and our world. . . . This book deserves to take its place as one of the key thought leadership contributions of our time.”—from the Foreword by Stephen R. Covey, author of The 7 Habits of Highly Effective People

“The quality of your life comes out of the quality of your dialogues and conversations. Here’s how to instantly uplift your crucial conversations.”—Mark Victor Hansen, cocreator of the #1 New York Times bestselling series Chicken Soup for the Soul®

The first edition of Crucial Conversations exploded onto the scene and revolutionized the way millions of people communicate when stakes are high. This new edition gives you the tools to:

How Do You Communicate When the Stakes Are High?

Learn how with these TWO GROUNDBREAKING BOOKS in ONE eBOOK PACKAGE!

In any organization, the best laid plans boil down to one simple thing: how well we come together to bring them to fruition. But more often than not, we end up dealing with people who come across as disagreeable, stubborn, or even obstructive. And emotions flare up. The only way to get things done is to step up to the plate . . . by stepping back from our emotions.

Written by a team of experts from the world-renowned training firm VitalSmarts, these two books provide the skills you need to make every interaction fruitful and productive in even the most emotional situations.

eBook package includes:

CRUCIAL CONVERSATIONSThe New York Times bestselling Crucial Conversations has sparked a revolution in how people communicate to achieve common goals. Now, the revised second edition builds on this decade-long legacy of success to get professionals at every level and in all professions talking with partners, bosses, employees, clients—not at them.

Learn proven methods for turning the focus of hot-button discussions—job performance, customer satisfaction, interpersonal matters—away from subjective points of view and toward productive, mutually beneficial conclusions.

“[Crucial Conversations] draws our attention to those defining moments that literally shape our lives, our relationships, and our world. . . . This book deserves to take its place as one of the key thought leadership contributions of our time.”—from the Foreword by Stephen R. Covey, author of The 7 Habits of Highly Effective People

“The quality of your life comes out of the quality of your dialogues and conversations. Here’s how to instantly uplift your crucial conversations.”—Mark Victor Hansen, co-creator of the #1 New York Times bestselling series Chicken Soup for the Soul®

CRUCIAL ACCOUNTABILITYHold anyone accountable. Master performance discussions. Get RESULTS.

Broken promises, missed deadlines, poor behavior--they don''t just make others'' lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. Crucial Accountability offers the tools for improving relationships in the workplace and in life and for resolving all these problems--permanently.

PRAISE FOR CRUCIAL ACCOUNTABILITY:

"Revolutionary ideas ... opportunities for breakthrough ..." -- Stephen R. Covey, author of The 7 Habits of Highly Effective People

"Unleash the true potential of a relationship or organization and move it to the next level." -- Ken Blanchard, coauthor of The One Minute Manager

"The most recommended and most effective resource in my library." -- Stacey Allerton Firth, Vice President, Human Resources, Ford of Canada

"Brilliant strategies for those difficult discussions at home and in the workplace." -- Soledad O’Brien, CNN news anchor and producer

"This book is the real deal.... Read it, underline it, learn from it. It''s a gem." -- Mike Murray, VP Human Resources and Administration (retired), Microsoft

How Do You Communicate When the Stakes Are High?

Learn how with these THREE GROUNDBREAKING BOOKS in ONE eBOOK PACKAGE!

In any organization, the best laid plans boil down to one simple thing: how well we come together to bring them to fruition. But more often than not, we end up dealing with people who come across as disagreeable, stubborn, or even obstructive. And emotions flare up. The only way to get things done is to step up to the plate . . . by stepping back from our emotions.

Written by a team of experts from the world-renowned training firm VitalSmarts, these three books provide the skills you need to make every interaction fruitful and productive in even the most emotional situations.

eBook package includes:

CRUCIAL CONVERSATIONS

CRUCIAL ACCOUNTABILITY

INFLUENCER

CHANGE YOUR COMPANY. CHANGE THE LIVES OF OTHERS. CHANGE THE WORLD.

An INFLUENCER leads change.An INFLUENCER replaces bad behaviorswith powerful new skills.An INFLUENCER makes things happen.This is what it takes to be an INFLUENCER.

Whether you''re a CEO, a parent, or merely a person who wants to make a difference, you probably wish you hadmore influence with the people in your life. But most of us stop trying to make change happen because we believe itis too difficult, if not impossible. We learn to cope rather than learning to influence.

From the bestselling authors who taught the world how to have Crucial Conversations comes the new editionof Influencer, a thought-provoking book that combines the remarkable insights of behavioral scientists and business leaders with the astonishing stories of high-powered influencers from all walks of life. You''ll be taughteach and every step of the influence process--including robust strategies for making change inevitable in yourpersonal life, your business, and your world. You''ll learn how to:

Influencer takes you on a fascinating journey from San Francisco to Thailand to South Africa, where you''ll see how seemingly "insignificant" people are making incredibly significant improvements in solving problems others would think impossible. You''ll learn how savvy folks make change not only achievable and sustainable, but inevitable. You''ll discover breakthrough ways of changing the key behaviors that lead to greater safety, productivity, quality, and customer service.

No matter who you are or what you do, you''ll never learn a more valuable or important set of principles andskills. Once you tap into the power of influence, you can reach out and help others work smarter, grow faster,live, look, and feel better--and even save lives. The sky is the limit . . . for an Influencer.

PRAISE FOR INFLUENCER:

"AN INSTANT CLASSIC! Whether you''re leading change or changing your life, this book delivers." -- Stephen R. Covey, author of The 7 Habits of Highly Effective People

"Ideas can change the world—but only when coupled with influence--the ability to change hearts, minds, and behavior. This book provides a practical approach to lead change and empower us all to make a difference." -- Muhammad Yunus, Nobel Peace Prize Winner

"Influencing human behavior is one of the most difficult challenges faced by leaders. This book provides powerful insight into how to make behavior change that will last." -- Sidney Taurel, Chairman and Chief Executive Officer, Eli Lilly and Company

"If you are truly motivated to make productive changes in your life, don''t put down this book until you reach the last page. Whether dealing with a recalcitrant teen, doggedly resistant coworkers, or a personal frustration that ''no one ever wants to hear my view,'' Influencer can help guide you in making the changes that put you in the driver''s seat." -- Deborah Norville, anchor of Inside Edition and bestselling author

Hold anyone accountable. Master performance discussions. Get RESULTS.

Broken promises, missed deadlines, poor behavior--they don''t just make others'' lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. Crucial Accountability offers the tools for improving relationships in the workplace and in life and for resolving all these problems--permanently.

PRAISE FOR CRUCIAL ACCOUNTABILITY:

"Revolutionary ideas ... opportunities for breakthrough ..." -- Stephen R. Covey, author of The 7 Habits of Highly Effective People

"Unleash the true potential of a relationship or organization and move it to the next level." -- Ken Blanchard, coauthor of The One Minute Manager

"The most recommended and most effective resource in my library." -- Stacey Allerton Firth, Vice President, Human Resources, Ford of Canada

"Brilliant strategies for those difficult discussions at home and in the workplace." -- Soledad O’Brien, CNN news anchor and producer

"This book is the real deal.... Read it, underline it, learn from it. It''s a gem." -- Mike Murray, VP Human Resources and Administration (retired), Microsoft

Hold anyone accountable. Master performance discussions. Get RESULTS.

Behind the problems that routinely plague our organizations and families, you'll find individuals who are either unwilling or unable to deal with broken promises. Colleagues break a rule, coworkers miss a deadline, friends fail to live up to commitments (or just plain behave badly), and nobody says a word. Nobody holdsanyone accountable. With repeated infractions, individuals become increasingly upset until they finally do speak theirminds, but they do so poorly--often creating whole new sets of problems.

Research proves that mishandled disappointments aren't just morale killers, they're institution killers--diminishing organizational performance by 20 to 50 percent and accounting for up to 90 percent of all divorces.

Drawing from 10,000 hours of observations, Crucial Accountability teaches you how to deal with common infractions such as:

An employee speaks to you in an insulting tone that crosses the line between sarcasm and insubordination. Now what?

Your boss just demanded that you meet a deadline you know you can't meet--and he clearly doesn't want to hear complaints about it.

Your son walks through the door sporting colorful new body art that raises your blood pressure by 40 points. Speak now or pay later.

Family members fret over how to tell Granddad that he should no longer drive his car. This is going to get ugly.

A nurse worries about what to say to an abusive physician. She quickly remembers "how things work around here" and decides not to say anything.

Everyone knows how to run for cover, or, if sufficiently provoked, step up to problems in a way that causes a real ruckus. Crucial Accountability teaches you how to deal with violated expectations in a waythat solves the problem at hand without harming the relationship--and, in fact, even strengthens it.

Broken promises, missed deadlines, poor behavior--they don't just make others’ lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. Crucial Accountability offers the tools for improving relationships in the workplace and in life and for resolving all these problems--permanently.

PRAISE FOR CRUCIAL ACCOUNTABILITY:

"Revolutionary ideas ... opportunities for breakthrough ..." -- Stephen R. Covey, author of The 7 Habits of Highly Effective People

"Unleash the true potential of a relationship or organization and move it to the next level." -- Ken Blanchard, coauthor of The One Minute Manager

"The most recommended and most effective resource in my library." -- Stacey Allerton Firth, Vice President, Human Resources, Ford of Canada

"Brilliant strategies for those difficult discussions at home and in the workplace." -- Soledad O'Brien, CNN news anchor and producer

"This book is the real deal.... Read it, underline it, learn from it. It's a gem." -- Mike Murray, VP Human Resources and Administration (retired), Microsoft

So often we want to make big changes in our lives, but lack the resolve to see them through. It seems we just can''t summon the necessary willpower to take on these huge challenges - saving money, quitting smoking, increasing productivity, getting a promotion or pay rise, or losing weight. But here''s the secret: willpower is not the answer. With a clearer understanding of the real forces that shape our actions, we can make better decisions, change our outlook, and rid ourselves of bad habits.CHANGE ANYTHING, reveals the Six Sources of Influence that affect our daily decisions and explains how you can make them work in your favour, helping you to achieve your goals. By learning how they apply to your life, you can put these subtle but strong forces to use in a positive way that brings real results. Based upon the latest psychological and medical research, this book details a variety of real world examples that will empower you to re-examine the way you go about your business and your life and will provide you with the tools to CHANGE ANYTHING.

The New York Times bestselling guide to leading positive change in any organization―updated with critical new insights, research, and case studies

The world-renowned leadership experts that brought us the leadership classic Crucial Conversations have fully updated their bestselling Crucial Influence (originally published as Influencer). In these pages, they reveal that fewer than one in eight behavior change efforts is successful—and most produce nothing more than wasted resources and organization-wide cynicism.

The solution to this challenge isn’t easy, but it is simple. It’s all about the strategic application of influence—systematic and intentional actions aimed at helping people improve results by changing their behavior—a practice most leaders have yet to fully understand and embrace.

Crucial Influence walks you through the process of identifying the personal, social, and structural levers that influence both motivation and ability, then engaging these levers for directed behavior change.

“At the end of the day, leadership is intentional influence,” the authors write. “If behavior isn’t changing, you aren’t leading.” Whatever you’re seeking to change through effective leadership—from making virtual workforces work to tackling a social issue—influence, not authority, is what will get you there. You’ll learn to view leadership through the new lens of influence as you apply the lessons from this book to everyday challenges.

New to this edition:

The New York Times bestselling guide to leading positive change in any organization―updated with critical new insights, research, and case studies

The world-renowned leadership experts that brought us the leadership classic Crucial Conversations have fully updated their bestselling Crucial Influence (originally published as Influencer). In these pages, they reveal that fewer than one in eight behavior change efforts is successful—and most produce nothing more than wasted resources and organization-wide cynicism.

The solution to this challenge isn’t easy, but it is simple. It’s all about the strategic application of influence—systematic and intentional actions aimed at helping people improve results by changing their behavior—a practice most leaders have yet to fully understand and embrace.

Crucial Influence walks you through the process of identifying the personal, social, and structural levers that influence both motivation and ability, then engaging these levers for directed behavior change.

“At the end of the day, leadership is intentional influence,” the authors write. “If behavior isn’t changing, you aren’t leading.” Whatever you’re seeking to change through effective leadership—from making virtual workforces work to tackling a social issue—influence, not authority, is what will get you there. You’ll learn to view leadership through the new lens of influence as you apply the lessons from this book to everyday challenges.

New to this edition:

The New York Times bestselling guide to leading positive change in any organization―updated with critical new insights, research, and case studies

The world-renowned leadership experts that brought us the leadership classic Crucial Conversations have fully updated their bestselling Crucial Influence (originally published as Influencer). In these pages, they reveal that fewer than one in eight behavior change efforts is successful—and most produce nothing more than wasted resources and organization-wide cynicism.

The solution to this challenge isn’t easy, but it is simple. It’s all about the strategic application of influence—systematic and intentional actions aimed at helping people improve results by changing their behavior—a practice most leaders have yet to fully understand and embrace.

Crucial Influence walks you through the process of identifying the personal, social, and structural levers that influence both motivation and ability, then engaging these levers for directed behavior change.

“At the end of the day, leadership is intentional influence,” the authors write. “If behavior isn’t changing, you aren’t leading.” Whatever you’re seeking to change through effective leadership—from making virtual workforces work to tackling a social issue—influence, not authority, is what will get you there. You’ll learn to view leadership through the new lens of influence as you apply the lessons from this book to everyday challenges.

New to this edition: