Recently, I have been re-reading the business bestseller, "Crucial Conversations: Tools for Talking When Stakes are High" by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler. Crucial conversations are defined as a dialogue where "opinions vary, stakes are high and emotions run strong." A principle premise of the book is that people well-skilled in language start to plan the conversation "in the heart." “Start with the heart” is actually the second step of the seven-step process. This refers to the questions you ask yourself when planning a crucial conversation. With over 4 million copies sold, these writers certa