Dear Crucial Skills, In Crucial Conversations and Influencer you note studies that correlate changes in behavior to increases in productivity and/or profitability. I will be going through Crucial Conversations trainer certification in January and would like to know how we can measure the impact of the classes after they are performed. What are some of …

ABOUT THE AUTHOR Joseph Grenny is coauthor of four New York Times bestsellers, Change Anything, Crucial Conversations, Crucial Confrontations, and Influencer. READ MORE Dear Crucial Skills, I’m currently taking Crucial Conversations Training at work. It has helped me both at home and at work by giving me the confidence to take quite a few bulls …

ABOUT THE AUTHOR Al Switzler is coauthor of four New York Times bestsellers, Change Anything, Crucial Conversations, Crucial Confrontations, and Influencer. READ MORE Dear Crucial Skills, I’d like to know more about how to improve mutual respect. Currently, my immediate boss does not respect the group he supervises. He manages in a pate alistic manner. …

ABOUT THE AUTHOR Joseph Grenny is coauthor of four New York Times bestsellers, Change Anything, Crucial Conversations, Crucial Confrontations, and Influencer. READ MORE Dear Crucial Skills, What do you do if you try everything and still can’t make it safe? I’m struggling with two different issues: It seems that no matter what I do, I …

Dear Crucial Skills, Please help us! Our 28-year-old son has been defensive and distant for a long time. He is employed below his ability level and we have often been confused about his inability to get a better job given his degree. Finally my husband hit me with this scary thought: maybe he didn’t get …

Dear Crucial Skills, I recently had an encounter with an aggressive and abusive flight attendant that required me to use all my Crucial Conversations skills. I feel satisfied that I successfully carried out most of the teachings I have lea ed through your articles—meaning I did not get escorted off the plane. During the encounter, …

Dear Crucial Skills, I want to make use of crucial conversations skills, but I see that they are almost entirely geared toward management roles. How do these skills apply to situations with our “superiors” rather than with others who report to us? Signed, Looking Up Dear Looking Up, We have some terrific news for you! …

ABOUT THE AUTHOR Joseph Grenny is coauthor of four New York Times bestsellers, Change Anything, Crucial Conversations, Crucial Confrontations, and Influencer. READ MORE Dear Crucial Skills, As the business development manager for a large law firm, I coach my lawyers on how to develop relationships with potential clients. They frequently come to me because they’ve …

Dear Crucial Skills, At work, a small group of “good old boys” (friends for over twenty years) is in charge. One got the position because of the other. They “invented” a full-time position for another friend that they just hired. She now has more authority and higher pay (including bonuses and overtime) than many of …

Dear Crucial Skills, I have three direct reports who are very loyal and hardworking supervisors. These employees have worked for the organization for over twenty years. They have also held down the fort during my and my predecessor’s lengthy absences. I have recently hired a fourth supervisor with better leadership skills. I would like to …