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It is the nature of two-level, tough conversations - with communication up top where it's observable, and interpretations with all its flaws concealed below - that we won't see breakdowns in understanding coming. To stop the slide into this breakdown gap, we want a good, balanced strategy that is flexible enough to allow for differences between intentions and perceptions on both sides. This chapter outlines two strategies that will give you the raw material you need to go into a hard talk with a counterpart who is unlikely to see the situation the way you do. This chapter is excerpted from ‘Failure to Communicate: How Conversations Go Wrong and What You Can Do to Right Them'.