We see that javascript is disabled or not supported by your browser - javascript is needed for important actions on the site. Read more

What's New - Home - Login

Member $avings: $81,770,843.67 | Books Available: 722,252 | Members Online: 125

Swap Used Books - Buy New Books at Great Prices!

How To Swap Books Sign Up Search submenu

PBS Market (New Books)

Gift Buying Guide

Book Browser Advanced Search Books Posted Today Member Book Reviews Award Winning Books NYT Best Sellers Amazon Best Sellers Most Traveled Copies Club Wish List

Discussion Forums Book Lists

Club Lists My Book Lists My Watched Lists Create a List

Blog Donations

School Donation Program In Memory of... Military Donation Program Friends of PBS

Box-O-Books Maps The Eclectic Pen Fun Stuff

20 Questions Sudoku Bookmark Creator

Top 100

Requests Posts Swappers Referrers Reviewers

Pulse of PBS Spread The Word

Invite Friends Bookmarks Facebook Page Facebook App More Ways...

Photo Gallery Recipes Club Tag Cloud Member Testimonials

Help Center submenu

How To Swap Books Browse Help Docs Ask the Librarian PBS Member Icons Live Help

Kiosk

PBS Market (New Books) Go Shopping Buy Credits Buy PBS Money Upgrade Membership Gift Certificates Transfer Credits

Need Help?

Search - Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior

Crucial Confrontations Tools for Resolving Broken Promises Violated Expectations and Bad Behavior
Author: Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler

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 behavior. — Discover skills to resolve touchy, controversial, and complex issues at work and at home -- now available i... more »n this follow-up to the internationally popular Crucial Conversations. 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 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.

ISBN-13: 9780071446525
ISBN-10: 0071446524
Publication Date: 8/26/2004
Pages: 284
Rating:

Currently 4/5 Stars.

4 stars, based on 14 ratings

Publisher: McGraw-Hill
Book Type: Paperback
Other Versions: Audio CD
Reviews: Member | Amazon | Write a Review

Read All 1 Book Reviews of "Crucial Confrontations Tools for Resolving Broken Promises Violated Expectations and Bad Behavior"

Please Log in to Rate these Book Reviews

Margaret D. (MMG) reviewed Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior on 7/22/2006 + 17 more book reviews

This title is one of the best guides to improved communication I've read. The concepts are intuitive and research-based. Great tool! You may also enjoy its companion title "Crucial Conversations."

Share/Like this Review?

Read All Book Reviews of "Crucial Confrontations Tools for Resolving Broken Promises Violated Expectations and Bad Behavior"

Genres:

Business & Money >> General
Business & Money >> Skills >> Communications

Back to the Top ↑

Search - Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior

Please Log in to Rate these Book Reviews

Loading...