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Water is crucial to our survival. When our access to safe water is inadequate or somehow compromised, we can experience a range of powerful emotions. When we begin to engage in conversations about our water – especially difficult conversations about affordability, trust and water security – it is important that we don’t let our emotions distract from the important issues at hand.

A helpful tool for engaging in challenging conversations is the book “Crucial Conversations” by Patterson, Grenny, McMillan and Switzler. We recommend reading this book if you are interested in engaging water customers, staff and leadership in emotionally-charged conversations. View the book summary of main principles and how its applied in examples that relate to water services and healthy community water practices. ​

Click here for a printable version of the Crucial Conversations Summary.