Crucial confrontations: tools for resolving broken promises, violated expectations, and bad behaviorAuthor: Patterson, Kerry ; Grenny, Joseph ; McMillan, Ron ; Switzler, AlPublisher: McGraw-Hill, 2005.Language: EnglishDescription: 284 p. : Ill. ; 23 cm.ISBN: 9780071446525Type of document: BookBibliography/Index: Includes bibliographical references and index
|Item type||Current location||Collection||Call number||Status||Date due||Barcode||Item holds|
|Europe Campus Main Collection||
BF637 .C45 P38 2005
Includes bibliographical references and index
Crucial Confrontations Tools for Resolving, Broken Promises, Violated Expectations, and Bad Behavior Contents Foreword xiii Preface xvii Acknowledgments xviii Introduction: What's a Crucial Confrontation? And Who Cares? 1 Part One: Work on Me First What to Do before a Crucial Confrontation 23 Ch. 1: Choose What and If How to Know What Crucial Confrontation to Hold and If You Should Hold It 25 Ch. 2: Master My Stories How to Get Your Head Right before Opening Your Mouth 55 Part Two: Confront with Safety What to Do during a Crucial Confrontation 81 Ch. 3: Describe the Gap How to Start a Crucial Confrontation 83 Ch. 4: Make It Motivating How to Help Others Want to Take Action 113 Ch. 5: Make It Easy How to Make Keeping Commitments (Almost) Painless 145 Ch. 6: Stay Focused and Flexible What to Do When Others Get Sidetracked, Scream, or Sulk 171 Part Three: Move to Action What to Do after a Crucial Confrontation 199 Ch. 7: Agree on a Plan and Follow Up How to Gain Commitment and Move to Action 201 Ch. 8: Put It All Together How to Solve Big, Sticky, Complicated Problems 217 Ch. 9: The Twelve "Yeah-Buts" How to Deal with the Truly Tough 231 Appendix A: Where Do You Stand? A Self-Assessment for Measuring Your Crucial Confrontation Skills 253 Appendix B: Six-Source Diagnostic Questions The Six-Source Model 258 Appendix C: When Things Go Right 262 Appendix D: Discussion Questions for Reading Groups 269 Notes 271 Index 273
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