Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior, Second Edition ( Paperback) - Softcover

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

Softcover

ISBN 10: 0071829318 ISBN 13: 9780071829311

Publisher: McGraw Hill, 2013

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.

From the Publisher:

Kerry Patterson, Joseph Grenny, David Maxfield, Ron McMillan, and Al Switzler are the leaders of VitalSmarts, an innovator in best-practices training products and services. The authors have taught millions of people worldwide and have worked with more than 300 of the Fortune 500 companies.

For more information, visit www.vitalsmarts.com.

From the Author:

Note: This is an UPDATED SECOND EDITION to the book previously titled Crucial Confrontations.

• Publisher: McGraw Hill
• Publication date: 2013
• ISBN 10: 0071829318
• ISBN 13: 9780071829311
• Binding: Paperback
• Edition number: 2
• Number of pages: 304