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

Patterson, Kerry; Grenny, Joseph; McMillan, Ron; Switzler, Al; Maxfield, David

ISBN 10: 149158081X ISBN 13: 9781491580813

Publisher: McGraw-Hill Education, 2014

Synopsis

In this updated second edition (first edition titled Crucial Confrontations), you'll learn how to hold anyone accountable, master performance discussions, and get results.

Behind the problems that routinely plague our organizations and families, you'll find individuals who are either unwilling or unable to deal with broken promises. Colleagues break a rule, coworkers miss a deadline, friends fail to live up to commitments (or just plain behave badly), and nobody says a word. Nobody holds anyone accountable. With repeated infractions, individuals become increasingly upset until they finally do speak their minds, but they do so poorly—often creating whole new sets of problems.

Research proves that mishandled disappointments aren't just morale killers, they're institution killers—diminishing organizational performance by 20 to 50 percent and accounting for up to 90 percent of all divorces.

Everyone knows how to run for cover, or, if sufficiently provoked, step up to problems in a way that causes a real ruckus.Crucial Accountability teaches you how to deal with violated expectations in a way that solves the problem at hand without harming the relationship—and, in fact, even strengthens it.

Broken promises, missed deadlines, poor behavior—they don't just make others' lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces.Crucial Accountability offers the tools for improving relationships in the workplace and in life and for resolving all these problems—permanently.

About this title

From the Back Cover

"Hey, if you read only one 'management' book this decade...I'd insist that it be Crucial Confrontations."--from the foreword by TOM PETERS

"Revolutionary ideas...opportunities for breakthrough..." -- STEPHEN R. COVEY, author of The 7 Habits of Highly Effective People

"...unleash the true potential of a relationship or organization and move it to the next level...."-- KEN BLANCHARD, coauthor of The One Minute Manager® and The Secret: What Great Leaders Know--and Do

"The most recommended and most effective resource in my library."-- STACEY ALLERTON FIRTH, Vice President, Human Resources, Ford of Canada

"Brilliant strategies for those difficult discussions at home and in the workplace..."--SOLEDAD O'BRIEN, cohost of CNN's Morning Edition

"This book is the real deal....Read it, underline it, learn from it. It's a gem."-- MIKE MURRAY, VP Human Resources and Administration, Microsoft (retired)

NEVER WALK AWAY FROM ANOTHER TOUCHY, CONTROVERSIAL, OR COMPLEX ISSUE--AT WORK OR AT HOME!

Behind the problems that routinely plague families, teams, and organizations are individuals who either can't or won't deal with failed promises. Others have broken rules, missed deadlines, or just plain behaved badly. If anybody steps up to the issue, they often do a lousy job and create a whole new set of problems.

New research demonstrates that these disappointments aren't just irritating--they're costly--sapping organizational performance by 20 to 50 percent and accounting for up to 90 percent of divorces. Drawn from over 10,000 hours of real-life observations, Crucial Confrontations teaches skills to increase confidence in facing tough issues. Learn to:

• Permanently resolve failed promises and missed deadlines
• Transform broken rules and bad behaviors into productive accountability
• Strengthen relationships while solving problems

About the Author

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

Edition details

• Publisher: McGraw-Hill Education
• Publication date: 2014
• ISBN 10: 149158081X
• ISBN 13: 9781491580813
• Binding: Audio CD
• Language: English