ONE OF NPR’S BEST BOOKS OF THE YEAR - FINALIST FOR THE SABEW BEST IN BUSINESS BOOK AWARDCome inside a jury room as one juror leads a starkly divided room to consensus. Join a young CIA officer as he recruits a reluctant foreign agent. And sit with an accomplished surgeon as he tries, and fails, to convince yet another cancer patient to opt for the less risky course of treatment. If you don’t know what kind of conversation you’re having, you’re unlikely to connect. In this book, you will learn why some people are able to make themselves heard, and to hear others, so clearly.