Listing some of the problems that can arise from a lack of communication (e.g. undeserved promotions), Sandberg claims that openness and honesty are essential to work environments. They're also difficult, however, because the hierarchical organization of most companies can discourage lower-level employees from speaking up. Women in these positions, meanwhile, face the additional hurdle of gender norms that prioritize being nice and easygoing.

With that in mind, Sandberg discusses how she personally learned to "combine appropriateness with authenticity, finding that sweet spot where opinions are not brutally honest but delicately honest" (78). She draws particular attention to Fred Kofman's idea that everyone involved in a discussion has his or her own "truth," and suggests starting statements with "I" rather than "you" to frame them as matters of perspective rather than as accusations (79). She also cautions against couching criticism in wordy or vague phrasing, as it can lead to confusion.

Sandberg then moves on to the flipside of speaking honestly: being receptive to others' opinions. This means not only acknowledging their feelings, but also actively seeking their feedback. She talks, for instance, about soliciting Tom Brokaw's opinion on an interview with him that she felt she had botched.