Failure to communicate : how conversations go wrong and what you can do to right them / Holly Weeks.

Anatomy of hard talks
What's wrong with what we do
Rethinking what we do: finding balance
Acting unilaterally
Conversational warfare and the combat mentality
Out of combat: changing the game
Caught up in emotions
Out of emotion's grip: increasing skill
Working blind in the "breakdown gap"
Out of the breakdown gap: strategy and tactics
Conclusion: getting back on track.