Page 13 - Crucial Conversations

Foreword

This is a breakthrough book. That is exactly how I saw it when
I first read the manuscript. I so resonated with the importance,
power, and timeliness of its message that I even suggested to the
authors that they title it "Breakthrough Conversations." But as I
read deeper, listened to the tapes, and experienced the insight
borne of years of experience with this material, I came to under­
stand why it is titled Crucial Conversations.
From my own work with organizations, including families,
and from my own experience, I have come to see that there are
a few defining moments in our lives and careers that make all
the difference. Many of these defining moments come from
"crucial" or "breakthrough" conversations with important peo­
ple in emotionally charged situations where the decisions made
take us down one of several roads, each of which leads to an
entirely different destination.
I can see the wisdom in the assertion of the great historian
Arnold T o ynbee, who said that you can pretty well summarize all
of history-not only of society, but of institutions and of people­
in four words: Nothing f a ils like success. In other words, when
a challenge in life is met by a response that is equal to it, you
have success. But when the challenge moves to a higher level,
the old, once successful response no longer works-it fails;
thus, nothing fails like success.