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Paperback Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior Book

ISBN: 0071446524

ISBN13: 9780071446525

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

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Format: Paperback

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Book Overview

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 in this follow-up to the internationally popular Crucial Conversations. Behind the problems that routinely plague organizations...

Customer Reviews

5 ratings

Crucial Confrontations, excellent choice

As a continuation of Crucial Conversations this is an excellent book. It gives solutions that can be put into practice in every area of my life. It is a very powerful book. With practice, the choice of responding rather than reacting becomes second nature.

Great Advice!

I work as a first line production manager at a Fortune 500 company. This book has helped me in developing my skills in confronting people on performance issues. Even though the book may make it seem easier than we all know it is, it lays out very clear fundamental steps on what to do. I think the outline is the fundamental part we all miss when we seem to fail at crucial confrontations. This book is not the bible, but if you are having issues with employees or family members not holding true to committments this book will teach you simple to follow guidelines, so that the next time is more successful.

Peril or Opportunity?

As I read this exceptionally informative book, I was again reminded of the fact that the Chinese word for "crisis" has two meanings: peril and opportunity. As those who have been or are now involved in process simplification initiatives already know, every problem encountered offers a valuable learning opportunity. The same is also true when encountering "broken promises, violated expectations, and bad behavior" either within or beyond the workplace. The authors of this volume address questions such as these: What's a "crucial confrontation"? What to do before one occurs? How to know when -- and when NOT -- to initiate one? How to "get your head right before opening your mouth"? How to begin a crucial confrontation? How to involve and engage others to take appropriate action? How to make keeping commitments (almost) painless? What to do when others "get sidetracked, scream, or sulk"? What to do after a crucial confrontation? How to gain commitment and move to action? How to solve "big, sticky, complicated problems"? How to deal with the truly tough? (i.e. the twelve "yeh buts") The authors also provide four appendices: A self-assessment for measuring confrontation skills, "The Six-Source Model," "When Things Go Right," and discussion questions for reading groups. Although any one of the appendices is worth far more than the cost of this book, their greatest value will be derived when the information and counsel are correlated with the material which the authors share in the nine chapters. My own experience in the business world suggests that "broken promises, violated expectations, and bad behavior" really do offer both perils and opportunities. A careful reading of this book and then an equally careful application of the advice which the authors offer will, in my opinion, help reduce (if not eliminate) the former while helping to achieve effective fulfillment of the latter.

The Essential Guide to Confrontation

We all have confrontations to deal with in our daily lives, both at work and at home. I head technology audit for a company and confrontation is a daily fact of life. Holding people accountable for actions, inactions and trying to change behavior is a stressful part of many people's jobs. This book provides an effective approach to handling all aspects of confrontation. It even provides the often overlooked need for (effective) confrontation. Book illustrates this point with the example of the Challenger space shuttle tragedy (could have been averted had known issues been raised) and the tragic-comic example of a patient who went into hospital with an ear ache and came out with a vasectomy - because he wouldn't speak up! Importantly, the authors provide practical approaches that can be applied in the real world in everyday life. This book's lessons can be applied in both professional and personal life. Wish I had it years ago. This is a field guide for generating postive outcomes from confrontation in all aspects of life. An excellent what, when and how guide.


I saved my job by reading this book. One of my co-workers and I were having a difficult time getting along. I loved my job, but this friction between the two of us was really starting to bug me and although the job market is tight right now, I had decided to float my resume around and see what was out there. BUt, I went to the bookstore and saw CRUCIAL CONFRONTATIONS. It had so much great advice on how to deal with confrontation in a positive way. By using the books advice, I was able to "confront" my co-worker and I realized we really were not that far apart in opinions...we just expressed them differently. It would be a stretch to say that we will be best friends, but I do think we have reached a common ground and I no longer feel the need to leave my job. Go buy this book if you are have difficulty in your job. marriage or family...It is worth every penny.
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