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

Crucial Confrontations: Tools for Resolving 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 good 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.

Title:Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior
Edition Language:English
ISBN:9780071446525
Format Type:

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

  • Denise Nutt-Beers

    The business communication ideas in this book are sound. However, there are two example stories in this book that should banish it back to the 1950s. In one, the author uses the term “hussy” to de...

  • Kristy Tillman

    If you want to really help people excel in life - this is a must have book on communication. It really deals with so much more than communication and confrontation. The chapter on motivation has given...

  • Kelli

    I'm not much of a confrontational person because I lose control when emotions and stakes are high. But after reading this book, I really do feel like I could talk to anyone about anything, if I had th...

  • Sunny

    This book is essentially about the art of confronting other individuals in as safe a way as possible which allows individuals to articulate some of their challenging thoughts and messages they often w...

  • Josh Steimle

    It's been a little while since I read Crucial Conversations, so maybe I'm forgetting things, but it seems to me like this book is more or less more of the same. In that sense, it's good stuff. But if ...

  • Mina

    Clear-cut and well-organised, but how applicable?This is a often-recommended book: it has everyday scenarios, clear acronyms and a cohesive structure. As I’m the sort of person who grimly goes alea ...

  • Melissa Bond

    A very interesting and helpful resource in dealing with those uncomfortable situations that often waste time and leave with hurt feelings. However, it was quite a convoluted way to explain common sens...

  • Charles

    This is an interesting book with many great suggestions for handling confrontations. The suggestions are well thought out and make a lot of sense. However, for me, they process of preparing and handli...

  • Marsha

    It is a helpful resource for dealing with uncomfortable situations. I have already experienced success in its application. The principles it uses to guide accountability conversations are wholistic an...

  • Jeffery Thompson

    The principles in this book are dynamite, but they are mostly a rehashing and reapplication from the original "Crucial Conversations," which I highly recommend. I would give this more stars if I hadn'...