Smart people are people who have mastered the skills of Crucial
Conversations. See how and why Crucial Conversations can improve
your organizational vitality, quality, productivity and your bottom
line. Descriptions, case studies, Industry Leaders" comments. Note:
This program is now being marketed under two names: DialogueSmarts
and Crucial Conversations. They are the same programs.
program shares about 75 to 80 percent of content with the Path of
Dialogue, but has been modified, updated and improved to make the
content more clear and the examples more relevant. Plus, this now
contains Expert Video and an overview of program on either a CD
or audio tape for review, both conducted by one or more of the authors.
What Crucial Conversations Teach
What Industry Leaders are Saying
You Dialogue Smart?
it better to be honest or to be nice?
Is it more important to keep friends or get results?
When it matters most, are you "brutally honest," saying what needs
to be said, or do you sidestep Crucial Conversations, hoping to
avoid uncomfortable situations?
if we told you that you don't have to choose one or the other?
Leaders confirm If you become dialogue smart With DialogueSmarts,
you can drive results while building and maintaining relationships,
and twenty years of research with thousands of groups and individuals
has convinced us that mastering Crucial Conversations is the key
to personal and organizational vitality.
example, have you or your organization ever had difficulty with
Crucial Conversations in situations such as these:
with the boss.
- Asking for
someone who has let you down.
when it’s unpopular to do so.
you don’t have the skills to carry out a task or assignment.
- Saying no.
with a loved one about habits that annoy you or differences in
basic beliefs or values.
a peer who disappoints or undermines you.
- Giving feedback
to a poor performer.
with leaders who don’t “walk the talk”.
Every team and
every organization has problems. The difference between the best
(the Dialogue Smart) and the merely good is not how many problems
they have, but whether or not they candidly discuss and resolve
them. The difference is in how they handle the Crucial Conversations
that are the key to resolving their problems.
A crucial conversation
involves high stakes issues, where there are strong emotions and
opposing opinions. These are the most important conversations we
face. If we handle them well, problems get resolved. If we handle
them poorly, results suffer.
During the past
20 years we have surveyed over 20,000 people to identify the Dialogue
Smart. These are gifted individuals at all levels in organizations
who have found a way to talk about even the toughest subjects in
ways that get results. These savvy people are identified by their
peers as having extraordinary influence in their organizations.
Since so many of them were not senior executives, we wondered what
accounted for their influence. So we followed them around.
It turned out
that the differences between the Dialogue Smart and the rest of
the pack didn’t show up until we watched them in Crucial Conversations.
We watched them routinely and skillfully raise and resolve subjects
that caused others to run for cover. Topics that only the “brutally
honest” raised, they discussed honestly without being brutal. Somehow,
while others moved to some form of silence or violence, the Dialogue
Smart got to dialogue—a free flow of meaning—around even the riskiest
So we watched.
We took notes. We experimented. The result is a set of powerful,
learnable skills we call DialogueSmarts.
who have taught and fostered these skills in their organizations
have achieved measurable, sustainable and dramatic improvements
in productivity, quality, employee satisfaction, teamwork, pace
of change, and many other critical indicators.
you can predict individual, team, and organizational success in
as few as six minutes.
are the lever that moves the world.
Crucial Conversations, and why do they matter so much?
How can six
minutes make a huge difference?
when we muff a Crucial Conversation?
Why do we typically
do the worst when it matters most?
How to identify
the Crucial Conversations that matter most to you.
the Dialogue Smart: The Skills for Mastering Crucial Conversations
- The Seven
Principles of the Dialogue Smart.
- What is
- Who are the
- Why do the
Dialogue Smart succeed in conversations that terrify and baffle
the rest of us?
- What do they
do that we don’t do?
- How did
we find the Dialogue Smart and learn their skills.
Conversations or DialogueSmarts Teaches--Seven Principles:
Heart: How to Work on Me First, Us Second.
requires first a change of heart, and second a change of behavior.
- How to catch
motives that move you from dialogue toward silence or violence.
- How to spot
the thoughts that sap your desire to get to dialogue.
Look: How to See When Safety Is At Risk
- If you learn
to look at safety, you can fix what goes wrong in almost any conversation.
- What happens
to our ability to spot problems during Crucial Conversations?
- Three skills
that help you catch safety problems before they destroy dialogue.
Make it Safe:
How to Increase Candor While Decreasing Defensiveness
- The Key to
Candor—If you step out of a conversation and build enough safety,
you can talk about anything.
- Mutual Purpose—it
isn’t what you say but why others think you’re saying it that
drives others to silence or violence.
- Mutual Respect—it
isn’t what you say but what others think you mean that damages
- Three safety-building
skills for increasing candor while decreasing hostility and defensiveness.
Stories: How to Manage Emotions that Destroy Dialogue
- Act on your
emotions or you’ll become a victim of them.
- How to get
to the root of emotions that are driving you to silence or violence.
- How to spot
the three “clever stories” that makes us feel good about doing
bad while simultaneously undermining our own results.
- How to create
emotions that take us to dialogue.
Path: How to Speak Persuasively, Not Abrasively
- The Delicate
Balance—the heart of sharing risky meaning is balancing confidence
- How to share
volatile, controversial, and sensitive opinions while minimizing
Paths: How to Power Up Your Listening
- The heart
of exploring other’s risky views involves curiosity, respect and
- How to make
it safe for others to share anything.
- How to make
it safe for you to hear anything.
Move to Action:
How to Make Decisions and Improve Accountability.
- How you end
a conversation leads to either results or upsets.
- How to avoid
the agony of over-involvement and the insult of under-involvement.
- How to avoid
déjà vu dialogues—lots of talk, no action, talk again.
- How to use
DialogueSmarts in the toughest of circumstances.
- How do you
say things that could really insult others?
- How do you
deal with a conversation that never ends?
- What special
issues do you face in Crucial Conversations with loved ones?
- How do you
give tough feedback to a boss?
- How do you
deal with an incompetent peer?
Firm Goes for Six Sigma
A large manufacturing
firm was working hard to implement Six Sigma processes and tools
in their organization. International competition was forcing them
to make dramatic improvements in quality and productivity just to
stay alive. Leaders’ vision was not just survival, but to build
a vital, nimble, competitive organization for the future.
Over an 18-month
period of time, teams that used both Six Sigma and DialogueSmarts
skills made 10% or greater improvements in quality, rework and productivity.
Those who used only Six Sigma processes and tools made no measurable
The two Crucial
Conversations that were key to making continuous improvement and
Six Sigma a part of the culture were:
- Team members’
speaking candidly with their direct supervisor about their concerns
speaking candidly up the management hierarchy about their concerns
The bottom line:
When these two Crucial Conversations improved, everything improved.
When these conversations did not improve, improvement stalled.
is one of the most powerful and useful tools I have found. Chronic
communication errors are at the root of so many problems in daily
life. I have seen breakthroughs with people with whom all other
efforts have failed." Michael Miller, Director, AT&T
learned in DialogueSmarts have produced immediate and impactful
results in the overall working relationships at all levels in our
organization." Russ Ford, Vice President Operations, Lockheed Martin
has been extremely popular, and by every measure successful. In
addition to rich anecdotal evidence, we have measured significant
improvement in twenty-two categories covered in our annual employee
opinion survey…at a price that's affordable." Steve Terry, Director,
Intermountain Health Care University
(Leaders' Guide, video examples, expert video, cards): $650 USD
Material ( including all lessons, cards and the new Crucial Conversations
book just published by McGraw-Hill for desk reference. $150 USD
us for more information by calling us at (866) 230-3131 or by filling
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