When teen gets a license, sign a written contract — reduces accidents 50% (CDC).

Imagine a safe place you always remember — invoke in crisis.

Error defined as system problem not person — unlocks honest info without fear.

3 conditions for crucial conversations: high stakes, opposing opinions, strong emotion — use 7 skills to succeed.

A small "innocent" comment wounds an employee. Your job as leader: interrupt immediately, respectfully, without trial.