6:45: What are confrontations really about?
10:00: The two-step tango before starting any confrontation:
18:20: Email or phone call? 9 times out of 10, Rachel recommends...
36:50: You're not responsible for other people's feelings. You're an adult speaking to a fellow adult.
39:30: Rachel shows us how to make a "kindness sandwich."
43:30: What if the confrontation doesn't go the way you want it to go?