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Learn how Kerry Patterson’s advice helped a frustrated reader overcome his anger and resolve an issue with customer service.

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Visit crucialskills.com to read Joseph Grenny’s answer to this question: How can I get over the hurt and anger I’m feeling towards my husband?

Visit the Crucial Skills blog to learn how to talk sports and keep your friends.

Visit the Crucial Skills blog to find out what’s new in Crucial Conversations Second Edition.

ABOUT THE AUTHOR Al Switzler is coauthor of four bestselling books, Change Anything, Crucial Conversations, Crucial Confrontations, and Influencer. READ MORE Dear Crucial Skills, Does anyone on your team have suggestions for holding a crucial conversation with an employee regarding his or her grammar and spelling in written communications? I have an employee who is …

Dear Crucial Skills, One of my coworkers has refused to communicate with me in any way for more than a year, but I don’t know what I did to offend her. I spoke to the office manager and my immediate supervisor regarding the situation, but they told me I should not confront her. Now it …

Dear Crucial Skills, As we all do from time to time, I find myself having to call a company to resolve an issue, and am often frustrated at the very beginning of the phone call when I’m asked to press a series of buttons before I’m allowed to talk to a human. By the time …