Crucial confrontations : tools for resolving broken promises, violated expectations, and bad behavior / Kerry Patterson ... [et al.].
Contributor(s): Patterson, Kerry.Publisher: New York : McGraw-Hill, c2005Description: xviii, 281 p. : ill. ; 23 cm.ISBN: 0071446524 (pbk. : acid-free paper); 9780071446525 (pbk. : acid-free paper); 0071446370 (pbk.); 9780071446372 (pbk.).Subject(s): Interpersonal confrontation | Interpersonal communication | Interpersonal relations | Communication in management | Communication in organizations
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|BOOK||Foothills Lab||BF637.I48 C77 2005 (Browse shelf)||Available|
Includes bibliographical references (p. 271-272) and index.
The authors show how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing bad behavior. 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 and accounting for most divorces. This book 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.--From publisher description.
Introduction: What's a crucial confrontation? And who cares? -- Choose what and if : How to know what crucial confrontations to hold and if you should hold it -- Master my stories : how to get your head right before opening your mouth -- Describe the gap : how to start a crucial confrontation -- Make it motivating : how to help others want to take action -- Make it easy : how to make keeping commitments (almost) painless -- Stay focused and flexible : what to do when others get sidetracked, scream, or sulk -- Agree on a plan and follow up : how to gain commitment and move to action -- Put it all together : how to solve big, sticky, complicated problems -- The twelve "yeah-buts" : how to deal with the truly tough.