What should you do when someone cuts in line in front of you or speaks of you supposedly humorously but disparagingly? In such circumstances, most people end up doing nothing. Kerry Patterson, Joseph Grenny, David Maxfield, Ron McMillan and Al Switzler present the second edition of their popular 2005 book, then titled Crucial Conversations, to give you reliable techniques to use in tough discussions. They support your efforts to speak up and hold others accountable with techniques they learned by watching respected executives cope with potentially stressful situations. The authors spell out a solid methodology in useful detail to benefit anyone who must hold others accountable.