“When conversations turn from routine to crucial, we’re often in trouble. . . . Two tiny organs seated neatly atop your kidneys pump adrenaline into your bloodstream. You don’t choose to do this. Your adrenal glands do it, and then you have to live with it. . . . The issue at hand, the other person, and a brain that’s drunk on adrenaline and almost incapable of rational thought. It’s little wonder that we often say and do things that make perfect sense in the moment, but later on seem, well, stupid” (Patterson, Grenny, McMillan & Switlzer, Crucial Conversations, 5).