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Crucial Accountability : Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior - Kerry Patterson

Crucial Accountability

Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior

Paperback

Published: 24th May 2013
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The authors of the New York Times bestseller Crucial Conversations show you how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing good behavior.

Discover skills to resolve touchy, controversial, and complex issues at work and at home--now available in this follow-up to the internationally popular Crucial Conversations.

Behind the problems that routinely plague organizations and families, you'll find individuals who are either unwilling or unable to deal with failed promises. Others have broken rules, missed deadlines, failed to live up to commitments, or just plain behaved badly--and nobody steps up to the issue. Or they do, but do a lousy job and create a whole new set of problems. Accountability suffers and new problems spring up. New research demonstrates that these disappointments aren't just irritating, they're costly--sapping organizational performance by twenty to fifty percent and accounting for up to ninety percent of divorces.

Crucial Confrontations teaches skills drawn from 10,000 hours of real-life observations to increase confidence in facing issues like:

  • An employee speaks to you in an insulting tone that crosses the line between sarcasm and insubordination. Now what?
  • Your boss just committed you to a deadline you know you can't meet--and not-so-subtly hinted he doesn't want to hear complaints about it.
  • Your son walks through the door sporting colorful new body art that raises your blood pressure by forty points. Speak now, pay later.
  • An accountant wonders how to step up to a client who is violating the law. Can you spell unemployment?
  • Family members fret over how to tell granddad that he should no longer drive his car. This is going to get ugly.
  • A nurse worries about what to say to an abusive physician. She quickly remembers "how things work around here" and decides not to say anything.
Everyone knows how to run for cover, or if adequately provoked, step up to these confrontations in a way that causes a real ruckus. That we have down pat. Crucial Confrontations teaches you how to deal with violated expectations in a way that solves the problem at hand, and doesn't harm the relationship--and in fact, even strengthens it.

Crucial Confrontations borrows from twenty years of research involving two groups. More than 25,000 people helped the authors identify those who were most influential during crucial confrontations. They spent 10,000 hours watching these people, documented what they saw, and then trained and tested with more than 300,000 people. Second, they measured the impact of crucial confrontations improvements on organizational and team performance--the results were immediate and sustainable: twenty to fifty percent improvements in measurable performance.

About the Author

Kerry Patterson has consulted with hundreds of Fortune 500 companies using his award-winning training program to teach development and maintenance of healthy organizations.

Joseph Grenny has 20 years of experience coaching thousands of corporate and government leaders around the world in the art of communication.

Ron McMillan cofounded and was the vice president of research and development of Covey Leadership Center.

Al Switzler is currently on the faculty at the Executive Development Center at the University of Michigan.

Together these authors have founded VitalSmarts and have trained more than 500,000 people world wide. They live in the greater Salt Lake City area.

Forewordp. xiii
Prefacep. xvii
Acknowledgmentsp. xviii
Introduction: What's a Crucial Confrontation? And Who Cares?p. 1
Work on Me First: What to Do before a Crucial Confrontationp. 23
Choose What and If: How to Know What Crucial Confrontation to Hold and If You Should Hold Itp. 25
Master My Stories: How to Get Your Head Right before Opening Your Mouthp. 55
Confront with Safety: What to Do during a Crucial Confrontationp. 81
Describe the Gap: How to Start a Crucial Confrontationp. 83
Make It Motivating: How to Help Others Want to Take Actionp. 113
Make It Easy: How to Make Keeping Commitments (Almost) Painlessp. 145
Stay Focused and Flexible: What to Do When Others Get Sidetracked, Scream, or Sulkp. 171
Move to Action: What to Do after a Crucial Confrontationp. 199
Agree on a Plan and Follow Up: How to Gain Commitment and Move to Actionp. 201
Put It All Together: How to Solve Big, Sticky, Complicated Problemsp. 217
The Twelve "Yeah-Buts": How to Deal with the Truly Toughp. 231
Where Do You Stand? A Self-Assessment for Measuring Your Crucial Confrontation Skillsp. 253
Six-Source Diagnostic Questions: The Six-Source Modelp. 258
When Things Go Rightp. 262
Discussion Questions for Reading Groupsp. 269
Notesp. 271
Indexp. 273
Table of Contents provided by Ingram. All Rights Reserved.

ISBN: 9780071829311
ISBN-10: 0071829318
Series: Business Books
Audience: Professional
Format: Paperback
Language: English
Number Of Pages: 336
Published: 24th May 2013
Publisher: McGraw-Hill Education - Europe
Country of Publication: US
Dimensions (cm): 23.0 x 15.1  x 1.9
Weight (kg): 0.4
Edition Number: 2
Edition Type: Revised