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Introduction: When Conversations Go Wrong 1
Anatomy of Hard Talks 15
What's Wrong with What We Do 27
Rethinking What We Do: Finding Balance 39
Acting Unilaterally 61
Conversational Warfare and the Combat Mentality 75
Out of Combat: Changing the Game 89
Caught Up in Emotions 113
Out of Emotion's Grip: Increasing Skill 127
Working Blind in the "Breakdown Gap" 155
Out of the Breakdown Gap: Strategy and Tactics 169
Conclusion: Getting Back on Track 209
Notes 227
Index 229
Acknowledgments 237
About the Author 239
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