Ghassan Samaha’s Reviews > Crucial Conversations: Tools for Talking When Stakes are High > Status Update

People who masters crucial conversations are able to express controversial and even risky opinions in a way that gets heard

We are masters at avoiding tough conversations: coworkers send emails when they should pick up the phone and talk openly. Bosses send texts rather than jumping on a video call. Family members change the subject when an issue gets too risky.