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* Kerry Patterson, Joseph Grenny, Al Switzler, and Ron McMillan have written two New York Times bestselling books on conversation.

The first one, Crucial Conversations: Tools for Talking When Stakes are High, McGraw-Hill, 2002, teaches skills for handling disagreement and high-stakes issues at work and at home.

The second book, Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior, McGraw-Hill, 2005, teaches important skills for dealing with accountability issues.