Align focus with most meaningful work Prioritize and keep commitments Create mental space for innovation Get to action more quickly Reduced anxiety and overwhelm Improved relationships Consistent individual, team, and organizational productivity More predictable outcomes

Identify the high-leverage behaviors they should focus on. Diagnose the real causes behind behavior problems. Effectively motivate and enable others—regardless of authority. Create behavior-change strategies that yield rapid, lasting results.

LESSON 1: GET UNSTUCK Spot the performance conversations that are keeping you from what you want • Choose the right conversation to get unstuck LESSON 2: MASTER MY STORIES I • Learn where emotions come from and how to change them • Take responsibility for the emotions you bring to the conversation by owning your story LESSON 3: MASTER MY STORIES II • Eliminate negative stories that impede conversations and results LESSON 4: START WITH HEART • Stay focused on what you really want • Lay a foundation of good intent LESSON 3: MASTER MY STORIES II, CONT. • Eliminate negative stories that impede conversations and results LESSON 5: STATE MY PATH • Speak honestly and respectfully • Share tough messages in a way that invites others into the conversation LESSON 6: MAKE IT SAFE • Take steps to rebuild safety when others get defensive • Talk with almost anyone about almost anything LESSON 7: DIAGNOSE • Use the Six Sources of Influence to understand what’s causing the gap • Use the Six Sources of Influence to understand what’s causing the gap LESSON 8: MAKE IT EASY • Don’t lead with your ideas; start by asking others • Brainstorm ways to overcome others’ ability barriers in key areas (personal, social, and structural influences) LESSON 9: MAKE IT MOTIVATING • Motivate others using natural consequences rather than power • Make unseen or forgotten consequences more visible • Use the skills to help good performers become great LESSON 10: MOVE TO ACTION • Move from healthy dialogue to taking action and achieving results

01 GET UNSTUCK • Spot the performance conversations that are keeping you from what you want. 02 MASTER MY STORIES • Keep composure when feeling angry, defensive, or intimidated. 03 START WITH HEART • Get your heart in the right place and stay focused on what you really want. 04 STATE MY PATH • Speak honestly and respectfully and invite others into the conversation. 05 MAKE IT SAFE • Create psychological safety so you can talk with almost anyone about almost anything. 06 DIAGNOSE • Identify what caused the gap between expectations and behavior. 07 MAKE IT EASY • Reduce barriers to keeping commitments. 08 MAKE IT MOTIVATING • Help others want to take action. 09 MOVE TO ACTION • Turn each accountability discussion into a course of action that leads to results.

Identify problems contributing to poor results and broken relationships. Keep composure when feeling angry, defensive, or intimidated. Identify victim, villain, and helpless stories you might be telling yourself to justify behavior. Consider others’ perspectives and assume they have good reasons before speaking up. Speak honestly and respectfully. Recognize when you’re at cross-purpose and take steps to rebuild safety and return to dialogue. Find and cultivate mutual purpose with those who hold opposing viewpoints. Spot the warning signs that indicate safety and dialogue are at risk. Seek a purpose that both parties are committed to. Find common ground. Bring people back into dialogue when they clam up or blow up. Turn each Crucial Conversation into a course of action that leads to results.

LEARN TO LOOK • Spot the warning signs that indicate safety and dialogue are at risk. SEEK MUTUAL PURPOSE • Seek a purpose that both parties are committed to. • Find common ground. EXPLORE OTHERS’ PATHS • Bring people back into dialogue when they clam up or blow up. MOVE TO ACTION • Turn each Crucial Conversation into a course of action that leads to results

LEARN TO LOOK • Spot the warning signs that indicate safety and dialogue are at risk. SEEK MUTUAL PURPOSE • Seek a purpose that both parties are committed to. • Find common ground. EXPLORE OTHERS’ PATHS • Bring people back into dialogue when they clam up or blow up. MOVE TO ACTION • Turn each Crucial Conversation into a course of action that leads to results.

Identify problems contributing to poor results and broken relationships. Keep composure when feeling angry, defensive, or intimidated. Identify victim, villain, and helpless stories you might be telling yourself to justify behavior. Consider others’ perspectives and assume they have good reasons before speaking up. Speak honestly and respectfully. Recognize when you’re at cross-purpose and take steps to rebuild safety and return to dialogue. Find and cultivate mutual purpose with those who hold opposing viewpoints. Spot the warning signs that indicate safety and dialogue are at risk. Seek a purpose that both parties are committed to. Find common ground. Bring people back into dialogue when they clam up or blow up. Turn each Crucial Conversation into a course of action that leads to results.