Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior
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 bad behaviorDiscover 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 steps 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. From the Inside Flap "...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 20-50 percent and accounting for up to 90 percent of divorces. Crucial Confrontations teaches skills drawn from over 20,000 hours of real-life observations to increase confidence in facing tough issues. Learn to: When you learn how to handle crucial confrontations, everything gets better. 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 ManagerAndreg; 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.Andnbsp;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: 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. A systematic approach Recommended for Everyone Still using these teachingsProduct Details
Editorial Reviews
"...revolutionary ideas...opportunities for breakthrough..." -- Stephen R. Covey, author of The 7 Habits of Highly Effective People
. . Customer Reviews
This is an organised book on systematic approach to resolve differences between people that you come into contact; your spouse, your child, your boss, your friends, your colleagues, and your enemies.
The best part was the commendable effort of Patterson, Grenny and McMillan, Switzler to organise this book to resemble the systematic approach that they shared. I could only read this book when I have free time and it took me over 2 months to complete this book. However, I could easily follow and recall the trend of thoughts and arguments, and make easy references to remind myself of steps that I have forgotten or would like to refer.
The only thing that I found this book does not address is that the approach might be difficult to apply in a selfish political dominant culture.
After a very mild, but poorly handled (by me) confrontation at work, my boss recommended that I read this book. He felt it would help me learn tools to deal with the little squabbles that happen everyday in a hospital environment. It did- and also helped almost immediately with a personal problem as well.
I had an altercation with a landlord soon after completing this book. He kept trying to make the conversation unsafe- escalating and blaming me for things that he had not completed properly. I found myself using a few of the techniques from the book! It worked! Every time he escalated I identified it from the book and brought the conversation back to a "safe" area focused on the most important issue. By the end of the conversation, we were both calm and had at least identified the problem (step one of solving it!)
I immediately bought a copy for my younger brother- who had just been promoted to management in a sales job. He's reading it now on his commute in the form of a book on CD. I'm reading Crucial Conversations right now by the same author. This book is immediately applicable and does indeed deliver the promised techniques, with very excellent and very readable examples, for many of the squabbles we run into during the course of living.
I forgot I read this book until I saw it on my list. The teachings are memorable and I am still using them on a daily basis. I am also still giving people advice from this book. Excellent for managers and supervisors. I was making many common mistakes and this book helped put me in the right direction. It is rare for me to remember the in-depth content of books, but this one is well written and has helped me greatly.
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