He mentions the book Crucial Conversations. I had it given to me in October and it has impacted my life more than just about any book I've read in the last few years. It really is quite good.

I had a tendency to come into tense or emotionally charged situations with a pretty simple process. First I would decide if I really cared. If I didn't, I would just keep quiet. If I did really care I'd fight to win. Crucial Conversations has helped me to see how many more ways there are to speak up more often and more effectively.

I read it for work but I was so impacted by it in my personal life that my wife and daughter ended up reading it and it has had a huge impact in my home as well as my workplace.

I know this sounds like an infomercial - but I'm in no way associated with anyone related to the writing or selling of the book. I just really appreciate it as a resource.