Managing crucial conversations at work is a skill and has to be learnt by doing. when one is not equipped with it, s/he tends toget into primitive fight or flight mode, which means either remaining silent and missing out an opportunity or getting violent and making the situation worse. But with the skill to hand it can turn it into a win-win situation. I am attaching an article of mine recently published on "steering the Tough Talk". I would be glad to have your comments/ feedback.
regards,
bharath g