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This is one of the best books ever written about this exact subject: "Crucial Conversations Tools for Talking When Stakes Are High, Second Edition" http://www.amazon.com/Crucial-Conversations-Talking-Stakes-Edition/dp/0071771328/ref=pd_sim_b_5?ie=UTF8&refRID=0A527QDWWHZY4PTH334R http://www.amazon.com/Crucial-Conversations-Talking-Stakes-E...