University of Maryland, College Park

Pearl Diving Assignment 1

Sonia Sarre

Communication for Project Managers: ENCE424

Dr. Shana Webster-Trotman

February 20, 2021

Introduction

Possessing excellent communication as a manager is crucial to the success of a company.

77% percent of respondents in a survey said “soft” skills were the most critical skill that college
graduates could have (Michael Faulkner and Andrea Nierenberg, Chapter 1). Soft skills refer to one’s
ability to get along with others, communicate effectively and learn new concepts. All throughout my
college career, a lot of emphasis has been placed on STEM courses and learning the fundamentals of
engineering. Those concepts are important to master, however, it was rather surprising to know that
those things are not what set you apart from a pool of applicants. In Chapter 4 of ​Five Stars, The
Communication Secrets to Get from Good to Great, ​a quote by Leif Babin stood out to me. "There are
no bad teams, only bad leaders". This was actively demonstrated in the Navy SEALS exercises
conducted during Hell Week. Leaders are entirely responsible for the success of a group, something I
was not aware of. I knew leaders play a role in teams, but I did not know how grave of an effect this
can have on a team's outcomes. The authors describe Hell Week as a mental test rather than a
physical one as the exercises help to identify leaders who can inspire, motivate, and communicate
with clarity (Carmine Gallo, Chapter 4). Being a leader is one thing, however, being an effective
leader is another. Through taking this course, I hope to be an inspiring leader by actively
demonstrating techniques and skills.
In this reflection, I will explain how I have been able to apply three learned concepts
(audience analysis, asking questions and increasing the pool of shared meaning) and how they have
aided me in my self improvement journey. Next, I will discuss how my networking skills have
improved and techniques I used to accomplish that. This will be followed by assessments that test my
personality type, communication style and conflict management style. Finally, I will discuss the
results, truths, shortcomings and my overall thoughts.

Techniques and Concepts From Readings

The first technique that stood out was the analysis of an audience’s feelings before giving a
speech. Doing so can be extremely useful according to ​A Pocket Guide To Public Speaking​ as it can
aid in suiting a speech to an audience. After doing the necessary analysis, one can “adjust the speech
accordingly” (Dan O’Hair et al., pg 35). Particularly, I will discuss how an audience’s attitude
towards topics can shape the outcome of a speech. These attitudes can range from negative to positive
or even little to no knowledge. I feel as though embracing this technique of audience analysis is
essential in presenting speeches. In the communication process, listeners are responsible for the
second half of the loop. Hence, it is important that the listeners are able to provide unbiased feedback
after decoding a speech. I am positive that learning this useful skill has helped me better mold my
speech to suit listeners. Also, it is bound to lead to more effective communication. Listeners will
actually listen and not be clouded by preconceived notions or judgments. Fortunately, I have utilized
what I learned about listeners’ feelings and applied it in my real life. I am in my final semester here at
the University of Maryland and I had a conversation with a former coworker’s friend who works at a
company I was interested in. I searched for her on Facebook and saw the activities she liked to do
were similar to mine so during the interview I made sure to mention some hobbies and she also
shared the hobbies. Through my analysis, I also learned that she had previously worked at a project
site at the Mexican border (i.e. her company was contracted by the government to help build part of
Trump’s wall). This discovery was fascinating to me and I so I asked her about it. She shared that her
feelings do not represent that company and in fact, she, as a first generation American like myself,
did not agree with the construction of the wall. Doing research (and also speaking out about it) has
enabled me to gain a whole new perspective on the premises of some jobs. Sometimes as engineers,
we may have to work on projects that do not necessarily align with our personal beliefs or values,
which are learned over time.
Another technique I have found to be extremely useful in terms of improving my
networking capabilities is asking “Get to Know You” questions and following up with contacts. In
Chapter 2 of Networking for College Students, asking questions aids in getting people to think and
reflect on an answer, leaving a good impression on them. To make that impression last even longer,
the book suggests following up with a Thank You note to show appreciation. It is a way of showing
interest in the person themselves and not just the company or what they can do for you. A quote from
class comes to mind."People will forget what you said, people will forget what you did, but people
will never forget how you made them feel." Asking personal questions and following up with people
comes across as more genuine and also, it exhibits gratitude. That way, people will remember you as
you made them feel appreciated, something we all like to feel. I am happy to say that I have recently
employed this technique. During a recent job interview, I asked the interviewer, an engineer from
Iran, what she liked to do in her free time. We were able to reminisce about our love for summer
outdoor activity especially during the covid pandemic. Also, we bonded over having similar life
stories: Moving to the United States for college and being a woman of color in the construction
industry. She even said I reminded her of herself, which was the best compliment ever because she is
a talented experienced engineer. After the job interview which took place on a Friday, I reached out
on Monday to show my appreciation and asked a follow up question. She was lovely enough to copy
on the hiring manager to the email thread and eventually, I received an offer from that company!
Through this experience, it has shown me that good actions get rewarded. Because I reached out, she
was willing to also take time out of her day to help me out. Even if that means getting me in contact
with the right people or sharing my resume with job recruiters, it never hurts to extend warm wishes
to someone, or to simply let them know you are thinking about them. It pays off in the end.
Something else that always pays off is valuing long term relationships.
Hence, an additional concept that has proven to be extremely valuable to me is improving
relationships through open honest, effective speech as shown in Chapter 1 of​ ​Crucial Conversations.​
This can be achieved by “filling the pool of shared meaning” (Kerry Patterson et al., pg 21). This
phrase refers to the collection of facts that someone is aware of. The way I see it, it helps expose
people to more accurate information, meaning the larger the pool, the more truthful information is at
their disposal. At first, the definition of this term seemed quite obvious but according to the text,
“individually smart people can do collectively stupid things.” (pg 22). Upon reading the second
chapter of ​Crucial Conversations, ​the importance of this concept dawned on me. Our reaction when
faced with a crucial conversation can depict how it will end. There are three possible ways we can
treat crucial conversations: 1) We can avoid them entirely, 2) we can choose to face them and handle
poorly and 3) we can face and handle them well. I tend to lean towards the first approach however,
sometimes, when I do face the crucial conversations, I have a success rate of about 75%. Employing
the technique of increasing the pool of shared meaning can not only be beneficial to professional
settings, but it can have a positive impact on your personal relationships as well. I feel as though it
displays a certain level of maturity as the manner in which you “argue” (the ​how​) is altered. The book
Crucial Conversations​ has taught me that it is critical to not take personal digs or participate in verbal
attacks. On the other hand, it is not healthy to let the anger build in silence. As of late, I have had the
opportunity to employ this newly acquired skill when I was confronted with an unexpected crucial
conversation with my parents. My parents are avid WhatsApp users and sometimes forward me some
interesting messages. This time, they sent inaccurate information about the NAACP claiming that
white nationalist groups are having initiations and “they will be looking to snatch black men and boys
and hang them, shoot them...” (O’ROurke, “PolitiFact - No, the NAACP Didn't Warn about White
Nationalist Groups Killing Black Men”). Obviously, racism is a sensitive topic and even though the
information was false, I did not point fingers or blatantly say “this is not true”. So I sent them an
article that was actually released by NAACP in which they denied the recent posts that claimed to be
from them. By simply fact checking the information, the pool of shared meaning increased in size,
allowing us all to be aware of possible false claims. Now, they know that everything they see being
sent around is not necessarily factual. I avoided a disagreement and they got informed. It is a win-win
situation if you ask me.

The Power of “Thank You”

As a result of taking this course, I have been able to learn some very valuable skills that I
have already put to good use and look forward to employing in the near future, given the opportunity.
In terms of increasing my networking abilities, I have made it a duty to always send a Thank You
note to contacts. In the past, I would send Thank You emails at the end of the semester just to show
gratitude for their work to professors, who, in my opinion, did an exceptional job . One semester, I
gave my Fluid Mechanics teacher a Holiday card and he responded with “I can’t remember the last
time I received a Christmas card”. It was the best feeling ever. I made him feel acknowledged and it
truly made my day. Also, I feel like now more than ever, in this period of distance learning, there is
little to no human interaction. Hence, the need for personal contact. Simply inquiring and asking
open-ended questions is another way I have made myself stand out from the rest. I make sure to end
every interview with questions such as “What is your favorite thing about your job?” and “How has
your role changed since you started at the company?”. The last time I asked these questions at an
interview, the engineer started with a smile before proceeding with an answer. This was an indication
that I made her feel a certain way, which reiterates the importance of Maya Angelou’s words quoted
earlier. I definitely jogged her nostalgic memory to when she first started as a young engineer and
that is probably why she said I reminded her of her younger self. Learning the necessary skills is just
as important as putting them to use and actually growing your network.

The Spontaneity of Networking

I have definitely made more of an effort with growing my network in the virtual space since
the attendance of networking events is strained at the moment. I have utilized the LinkedIn social
media platform as my main networking tool to reach out to people I would not necessarily run into in
my everyday life. Recently, I came across a LinkedIn networking life hack and have proof that it
actually works! First, I searched for a university alum that works at a company I was interested in.
Next, I connected with them and sent a quick message. In this message, I shared my interest in the
company, making sure to attach my resume. We scheduled a phone call and the university recruiter
explained to me exactly how to go about applying. We exchanged contact information and within two
weeks an individual from the Human Resources Department reached out to me regarding the position
I applied to. After learning more about the company, I decided it was not the career path I desired,
however, I gained a valuable contact I may need in the future. The construction industry is relatively
small so running into familiar faces is not uncommon. In Chapter 3 of ​Networking for College
Students,​ I was reminded that anybody can be a part of your network. Members of your network
could range from fellow students to your friends. This reiterates the importance of being pleasant to
people you surround yourself with. My landlord offered to help me and my roommates out if we need
references, which was very nice of her. Prior to taking this course, I would have never considered her
to be part of my network, but ​Networking for College Students ​has proved me otherwise.
DISC Personality Assessment
The DISC Personality test was created to determine which personality types are dominant
based on a series of questions answered. After taking the assessment, the strongest personality type I
had was Steadiness with 36%. Next, was Compliance with 23%, which was closely followed by
Dominance at 22%. Influence was last at 20%. I agree my most dominating personality factor is
steadiness; I like to think things through, perhaps overthink sometimes. Also, I would have to agree
that I like to follow a definite course of action. To me, that is a way of lowering risk and yielding
certain results.
Something that caught me off guard was my steadiness score. 36% Steadiness is more than a
third, indicating that I am a patient person, which I do not think I am. The last three factors of
Compliance, Dominance and Influence are all within 3% of each other, hence, I will consider them to
be almost equal for the sake of this discussion. As far as the Compliance factor, I expected it to be
higher. I always want to make sure everyone is taken care of. I am typically a compromising person
and sometimes I would rather please others before myself, something I am working on to change. The
DISC assessment says that I “respond to logic rather than emotion”. Perhaps it is my engineering
influence, but I tend to refer to technical accuracy over emotional influence. My friend just recently
called me crude for being blunt, but that is just the way I am.
Using my self awareness of my personality type as a tool to being a better project manager
is vital to my success. I tend to stick to facts, which refers back to the pool of shared meaning. I feel
as though the best way for me to achieve successful communication is by basing my reasoning on
logic, something I am already good at. Perhaps in order to improve, I can work on my empathetic
side. Empathy is described as the key to communication, and that is something I look forward to
working on.
DISC Assessment Results:
DISC Personality Model
To help you understand the DISC model of personality here are definitions of the four factors measured.

Dominance Describes the way you deal with problems, assert yourself and control situations.

Describes the way you deal with people, the way you communicate and relate to
Influence
others.
Steadiness Describes your temperament - patience, persistence, and thoughtfulness

Describes how you approach and organize your activity, procedures and
Compliance
responsibilities.

Your DISC personality type

Your unique sequence of scores characterizes you in a specific way. The positive impact you are likely to make on

people is:

You are tenacious and determined to follow a course of action - to achieve

objectives. You are a clear thinker. You have an inner need to be objective and
analytical. You like to pursue a definite course of action. You respond to logic
rather than emotion. You are likely to be particularly good at handling
challenging technical assignments.
/
Conflict Management Styles Assessment
In this assessment, how one handles conflicts is determined. There are 5 corresponding
styles: Collaborating, Competing, Avoiding, Accommodating and Compromising. The conflict style I
would like to improve is Competing. So I want to challenge myself as well as those around me to
make our points heard and not just settle for a happy medium for the sake of maintaining peace.
According to the assessment, Compromising is my preferred conflict management style, closely
followed by Collaborating and Accommodating.
As someone who likes to avoid risks, compromising is a good way of playing things safe.
This conflict management style can be helpful in promoting effective communication and open lines
of communication. It also forces others to think about “us” instead of “me”. In Chapter 3 of ​Crucial
Conversations, ​refusing the Sucker’s Choice is a good way of practicing compromise and to enhance
my abilities to resolve conflict should it arise. I feel as though, compromising is effective when there
is no right or wrong choice, but rather different approaches to solve a problem. Hence, being able to
incorporate multiple perspectives into one solution helps diversify and improves innovative thinking,
something that is beneficial to all. A specific example that springs to mind is when I was planning a
recent trip to Nashville with my sister and a friend. We split the 10.5 hour driving time evenly
between the three of us. On the return trip to Maryland, my friend wanted to stop by the Smoky
Mountains National Park along the North Carolina-Tennessee border. However, that would have
added a total of 2 hours to our driving time. I asked her if she wanted to drive that leg, and she
refused, even though she was the only one who wanted to visit. So I told her it would not be entirely
fair if she wanted to add time to our trip and not want to do that leg of the driving. Hence, I
researched nearby parks that would not cause us too much divergence from our route and stumbled
upon a State park in Tennessee called Cummins Falls State park. It was not as large as the Smoky
Mountains National Park, but it also had a featured waterfall and the hike was relatively short enough
so we would not be tired on the drive back to Maryland. Because she was so set on visiting the
National Park, she overlooked the state park which ended up being just as exciting and it only added
15 minutes to our trip time, making everyone happy.
Another way compromising as a management style can promote effective communication
when there is obviously a wrong or right way of resolving a conflict. Sometimes, doing what is best
may not necessarily please everyone involved. Speaking up about an issue that is clearly wrong is
detailed in Chapter 2 of ​Crucial Conversations, ​when Kevin stood up to his boss, Chris. Everyone
else resorted to silence because they were afraid of confronting Chris about moving offices to his
hometown, however, Kevin took things into his own hands when he spoke out and addressed his boss'
bias. At the end of the crucial conversation, Chris had a new found respect for Kevin and an
appropriate location was selected that suited everyone. Had Kevin not voiced the elephant in the room
and remained silent like everyone else, Chris would have probably chosen the location in his
hometown which would have been undoubtedly unfair. I was faced with a similar scenario when
doing a group project for my concrete design class last semester. I settled for a group member’s
decision to build 10 inch thick slabs just cause they had designed for that in the past. We knew the
professor wanted our slab design to be 6 inches, but this member was insisting on 10 inch slabs. Just
to avoid conflict, I did not speak up and instead we just asked the professor for clarification. After 10
inches was discovered to be wrong, I said I knew it incorrect the entire time. Then another group
member asked “Why didn't you say anything” and my response was that I did not want to step on the
other person’s toes. In retrospect, I should have spoken out. In this case, compromising was not the
way to tackle the issue, and this hindered effective communication, causing us to spend more time as
we had to go back and rework our calculations. In efforts to improve my passive style of approaching
conflict, I intend on employing Kevin’s technique. He had a simple approach: “Hey Chris, can I
check something out with you?” (Patterson et al., pg 19). Also, Kevin used words like “appeared”
instead of pointing fingers even though Chris was in the wrong. This allowed Chris to see his own
biases from an outsider's perspective in a respectful manner. I could have applied Kevin’s technique
in this situation by privately discussing my group member’s neglectful assumption which could have
saved us all some time.
Conflict Management Styles Assessment Results:
 Conflict Management Styles Assessment
Please CIRCLE ONE response that best describes you. Be honest, this survey is designed to help you
learn about your conflict management style. There are no right or wrong answers!
Sonia Sarre
Name ________________________ 2/17/2021
Date _____________________

Rarely Sometimes Often Always

1. I discuss issues with others to try to find solutions that meet everyone’s
1 2 3 4
needs.

2. I try to negotiate and use a give-and-take approach to problem situations. 1 2 3 4

3. I try to meet the expectations of others. 1 2 3 4

4. I would argue my case and insist on the advantages of my point of view. 1 2 3 4

5. When there is a disagreement, I gather as much information as I can and

1 2 3 4
keep the lines of communication open.
6. When I find myself in an argument, I usually say very little and try to leave
1 2 3 4
as soon as possible.
7. I try to see conflicts from both sides. What do I need? What does the other
1 2 3 4
person need? What are the issues involved?

8. I prefer to compromise when solving problems and just move on. 1 2 3 4

9. I find conflicts exhilarating; I enjoy the battle of wits that usually follows. 1 2 3 4

10. Being in a disagreement with other people makes me feel uncomfortable

1 2 3 4
and anxious.

11. I try to meet the wishes of my friends and family. 1 2 3 4

12. I can figure out what needs to be done and I am usually right. 1 2 3 4

13. To break deadlocks, I would meet people halfway. 1 2 3 4

14. I may not get what I want but it’s a small price to pay for keeping the
1 2 3 4
peace.

15. I avoid hard feelings by keeping my disagreements with others to myself. 1 2 3 4

Source: Reginald (Reg) Adkins, Ph.D., Elemental Truths. http://elementaltruths.blogspot.com/2006/11/conflict-

management-quiz.html
 Scoring the Conflict Management Styles Assessment

As stated, the 15 statements correspond to the five conflict management styles. To find your
most preferred style, total the points for each style. The style with the highest score indicates
your most commonly used strategy. The one with the lowest score indicates your least
preferred strategy. However, all styles have pros and cons, so it’s important that you can use
the most appropriate style for each conflict situation.

Style Corresponding Statements: Total:

Collaborating (questions 1, 5, 7): 10

_______
5
Competing: (questions 4, 9, 12): _______
5
Avoiding: (questions 6, 10, 15): _______

Accommodating: (questions 3, 11, 14): 9

_______

Compromising: (questions 2, 8, 13) 11

_______

Compromising
My preferred conflict management style is: _______________________________

Competing
The conflict management style I would like to work on is: ____________________

How can I practice this conflict management style?

I feel as though I usually play it rather safe, so challenging myself to get tout of
___________________________________________________________________
my comfort zone would be good practice. This means speaking up up more
___________________________________________________________________
and making my opinions heard.
___________________________________________________________________
___________________________________________________________________
Jung Personality Assessment
The Jung Personality assessment consists of 60 questions, designed to determine both
personality type as well as psychological type. The assessment follows a multiple choice format in
which respondents choose the most or least desirable option depending on what the question asks. My
personality type was determined to be Introvert-Sensor-Feeler-Judger (ISFJ).
The assessment says I am an introvert, however, I would not agree entirely with that
statement. I am quite reserved upon first meeting but after getting to know me I can be more sociable.
Sensors as described by the assessment are people who rely on hard facts, which definitely sounds
like myself. If I know something is true, I base my thinking around that fact. Something else I agree
with is the prediction that I am a Feeler. The assessment suggests that emotions depict my actions
because of my concern for people around me. As seen in my previous example where I did not want
to step on my group member’s toes, I do take other people’s into consideration when making
decisions however, saying that it plays a “leading role” is a bit of a stretch. I am definitely a Judger
though, as the test predicted. I would consider myself to be an organized individual. I plan out
everyday, and like to have a place for everything. That just helps keep my life in order. For instance,
if my room is a mess, I tend to feel more disoriented and uncomfortable. I am ready to be productive
when my work space is organized and tidy.
Overall, as an ISFJ, the assessment says that I am responsible, warm and hardworking, all of
which are true and not surprising. It also states that I am passionate about both work and leisure
activities, which is totally true. I think I am the “work hard, play hard” type. I believe that hard work
should definitely be encouraged by rewarding yourself with the things you enjoy, whether this be in
the form of traveling or buying yourself something. Another trait discussed is my sense of humor. I
would consider myself funny without being insensitive and my jokes are usually witty, so the
assessment was right about that.
When comparing the Jung personality test to the similar to the DISC assessment, a few
things stood out. Both assessments noted that I was good at handling challenges, had a practical
mindset, was thoughtful and sensitive to others. I think all of these are accurate as I am a people
pleaser. I like to make everyone feel happy, even if it may cost me my happiness at times. On the
other hand, I like to work with concrete information and enjoy challenging myself. Something that
the assessments did not match up on was my sensitivity to emotions. The Jung assessment said that I
“let feelings and emotions play a leading role” whereas in the DISC assessment, “[I] respond to logic
rather than emotion”. These claims are conflicting which shows my stance on emotional influence.
Most of the time, I base my opinions on facts, so I think the DISC assessment did a better job in that
aspect. This is not to say I do not ever use my emotions to sway my decision-making process,
because I do at times, just not as frequently as my logic-based decisions.
Jung Personality Assessment Results:
 Your Jung personality type
The descriptions you chose about your behavior indicate
that the Personality Type that most accurately describes you is: Introvert-
Sensor-Feeler-Judger

Introverts tend to be reflective, reserved and private. A popular

misconception is that Introverts are shy - this is not necessarily so. They
draw their energy from their own thoughts and the time they spend alone.
Introverts do not need people around them all the time.
Sensors live in the present. They rely on facts, handle practical matters
well and like things to be concrete and measurable.
Feelers let their feelings and emotions play a leading role because of their
concern for other people.
Judgers prefer a lifestyle that is decisive, planned and orderly. They like a
life that is organized and controlled.

/
An ISFJ at-a-glance
You are warm, generous and super dependable. You have many special gifts to offer - in
particular, sensitivity and a strong ability to keep things running smoothly. You are
careful and thoughtful. In relationships you can be hesitant until you know people well.
On occasions you can be infuriatingly modest!

Your ISFJ personality type indicates that you are hard-working and very responsible.
You follow through on both work and leisure activities with your own brand of precision
and meticulousness. People depend on you. They know you are not frivolous and will
not constantly change your mind. You form a solid core of consistency in people's lives
which creates a high degree of trust.

When making decisions, developing ideas and taking action, you have the ability to
excel at processing a tremendous amount of facts, data and information. Not many other
Personality Types have this talent. And, most importantly, one of your most charming
characteristics is your sense of humor. Your dry wit is appreciated by many. Every Jung
Personality type has one or two specific nicknames that concisely describe your Jung
personality type, e.g. Inventor, Strategist, Protector and others.

/
Your probable contributions to an organization
Each Personality Type has a different set of skills, talents and attributes that they bring
to an organization, group or relationship. Here is a list of those most commonly
associated with Personality Types like you - ISFJ.

Likes tackling projects with here-and-now benefits to people.

Desires privacy, peace and quiet and few interruptions, yet also views working with
others as important.
Is practical, people-oriented and serves others. Appreciates praise and rewards for
work well done.
Is dependable with strong follow through skills.
Looks out for the needs of others.

/
On a team
Some people work well on teams, others work best on
their own. Understanding the personality types of team
members provides information about how individuals are
likely to carry out their work and interact with each other.
Given your personality preferences, the following are the
strengths (and possible weaknesses!) you will most likely
bring to a team:

Provides clear directions, organizational skills and a practical mindset.

Is a great do-er at achieving team results.
Offers concrete and factual input.
Respects others' viewpoints, ideas and suggestions.
Keeps a written record of team progress and activities.

/
Conclusion
Participating in this reflective exercise has enabled me to gain an insight into my personality
type and how to use them to better my communication style. I have learned that networking is an
ongoing process and so is improving effective communication. Doing effective audience
investigation beforehand, asking thought-provoking questions and deepening the pool of shared
meaning are ways in which I can improve communication and open up dialogue. By applying my
newly acquired skills, I am ready to take on the next chapter of my life: the Professional world. I am
excited that I have already been practicing these effective skills such as following up with recruiters
and being open to networking at all times. Even though the assessments apply to my professional life,
it does not mean my personal relationships should be neglected. Having successful crucial
conversations and knowing when to not compromise are skills I am still working on. I look forward
to using my personality type, along with my growing collection of techniques to enhance my
leadership skills. The importance of soft skills should never go overlooked as it leads to both
professional and personal development.
 Works Cited

Faulkner, Michael, and Andrea Nierenberg. ​Networking for College Students and
Graduates.​ Pearson Learning Solutions, 2017.

Gallo, Carmine. ​Five Stars the Communication Secrets to Get from Good to Great.​ St.
Martin’s Press, 2018.

O’Hair, Dan, and Hannah Rubenstein and Rob Stewart. ​A Pocket Guide to Public Speaking.​
Bedford/St. Martin’s, 2019.

O' Rourke, Ciara. “PolitiFact - No, the NAACP Didn't Warn about White Nationalist
Groups Killing Black Men.” ​PolitiFact​, 7 Nov. 2020,
www.politifact.com/factchecks/2020/nov/07/facebook-posts/no-naacp-didnt-warn-about-white-nation
alist-groups/​.

Patterson, Kerry, Grenny, Joseph, McMillan, Ron, & Switzler, Al. ​Crucial Conversations:
Tools for talking when stakes are high​. New York: McGraw-Hill, 2012