So much of what is accomplished in today's workplace is driven by the quality of communications present that one would think we would constantly analyze our communication strategies, improve them, and employ only the very best. Yet, communications often are taken for granted while we focus on the problems, struggles, and conflicts that make up the work environment. Fortunately, author Susan Scott in her book Fierce Conversations has provided an effective and easy-to-follow road map for improving the quality of our communication and supporting our success at work and elsewhere in life. Scott presents three core ideas that support seven communication principles that we can use in everyday conversation and when facing life conflicts with the highest stakes. The three core or transformational ideas Scott presents are:

• Our work, our relationships, and our lives succeed or fail one conversation at a time. She notes that rarely does a single conversation make or break anything. Relationships are formed and relationships shrivel and die over time in conversation after conversation. 
• The conversation is the relationship. Scott observes that it is through conversation that relationships are nurtured, understanding grows, and connectedness is maintained.
• All conversations are with myself, and sometimes they involve other people. Her observation is that much of what we perceive about ourselves and others grows out of conversations we have had with ourselves and when we interact with others the interaction is an extension of the conversation we have already had internally.

Scott, a master story teller, pulls from her experience as an executive coach a set of key principles to help us find our way through life's difficult conversations and nurture and maintain relationships important to us. The seven key communication principles are:

1. Master the courage to interrogate reality. Don't assume what you assume is in fact what is going on. 
2. Come out from behind yourself into the conversation and make it real. Scott notes that if it is worth the time to engage in a conversation, it is worth giving yourself completely to it.
3. Be here, prepared to be nowhere else. Again, full attention to the conversation with another person can help us avoid misunderstandings, distractions, and missed information.
4. Tackle your toughest challenge today. Scott notes that we often put off what we think will be difficult to discuss. However, procrastination rarely results in the problem going away and may make it worse.
5. Obey your instincts. We often know more at a subconscious level about what we should do than we are willing to admit. Scott advises that we listen to ourselves and follow what we hear.
6. Take responsibility for your emotional wake. Interactions with others have consequences. Insensitivity, anger, and disrespect are real parts of life. When we cause injury to others we need to take responsibility and make it right.
7. Let silence do the heavy lifting. In our culture we often can be uncomfortable and inpatient with silence. Yet, silence can offer valuable opportunities to reflect, process, and gain insight to ourselves and to the conversation.

The book is written in an inviting, interesting, and reinforcing style. Scott offers a wealth of examples and stories to assist in conveying her message and reinforcing the truth of what she has to say. Consider putting Susan Scott's Fierce Conversations on your must-read list.

Resource: Scott, S. (2002). Fierce conversations. New York City: Berkley.