Crucial confrontations : tools for resolving broken promises, violated expectations, and bad behavior

Patterson, Kerry, 1946- (Added Author).

Record details

ISBN: 9780071446525
ISBN: 0071446524
Physical Description: print
xviii, 284 p. : ill. ; 23 cm.
Publisher: New York : McGraw-Hill, c2005.

Content descriptions

Bibliography, etc. Note:

Includes bibliographical references (p. 271-272) and index.

Formatted Contents Note:

Introduction: what's a crucial confrontation? And who cares? -- Part 1. Work on me first: what to do before a crucial confrontation -- Ch. 1. Choose what and if: how to know what crucial confrontation to hold and if you should hold it -- Ch. 2. Master my stories: how to get your head right before opening your mouth -- Part 2. Confront with safety: what to do during a crucial confrontation -- Ch. 3. Describe the gap: how to start a crucial confrontation -- Ch. 4. Make it motivating: how to help others want to take action -- Ch. 5. Make it easy: how to make keeping commitments (almost) painless -- Ch. 6. Stay focused and flexible: what to do when others get sidetracked, scream, or sulk -- Part 3. Move to action: what to do after a crucial confrontation -- Ch. 7. Agree on a plan and follow up: how to gain commitment and move to action -- Ch. 8. Put it all together: how to solve big, sticky, complicated problems -- Ch. 9. Twelve "yeah-buts": how to deal with the truly tough -- Appendix A. Where do you atand? A self-assessment for measuring your crucial confrontation skills -- Appendix B. Six-source diagnostic questions: the six-source model -- Appendix C. When things go right -- Appendix D. Discussion questions for reading groups.