“The mistake most of us make in our crucial conversations is we believe that we have to choose between telling the truth and keeping a friend.”
The books gives a good guide to understanding and handling "crucial conversations", conversations where the stakes are high, strong emotions are involved and there are opposing opinions.
1. The more crucial a conversation is, the worse we all are at handling them. The most destructive patterns in any communication is silence or violence.
2. Leading with a shared vision or goals, and being on the same team set the tone in a positive way and helps sharing the difficult bits so that they aren't perceived as an attack.
3. Always start with examining what you have contributed to the problem, directly or indirectly. Throughout the conversation, keep your end goal in mind: for yourself, the other person and the relationship.
READ IF: You want to get better at such conversations by using tried-and-tested techniques and approaches.