Crucial Confrontations
Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior
Editorial Review
A crucial confrontation consists of a face-to-face accountability discussion. Someone has disappointed you and you talk to him or her directly. All crucial confrontations start with the question: Why didn’t you do what you were supposed to do? And they only end when a solution is reached and both parties are motivated and able to comply.
Book Reviews
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This book is about the profound challenge of being on the receiving end of feedback – good or bad, right or wrong, flippant, caring, or callous. Our primary purpose is to take an honest look at why receiving feedback is hard, and how to provide a framework and some tools that
Wisdom to Share
Anyone who has dealt with crucial confrontations realizes that a person’s behavior during the first few seconds of the interaction sets the tone for everything that follows.
Under the influence of adrenaline, blood leaves our brains to help support our genetically engineered response of “fight or flight”, and we end up thinking with the brain of a reptile. We say and do dim-witted things.
The vast majority is inclined to walk away from fights fearing of getting into a heated argument or believing it is better not to deal with issues the first time they occurred.
Despite good intentions, asking others to read your mind typically comes off as extremely patronizing or manipulative.
Nothing undermines your authority more than blaming someone else for requesting what you would be asking if you had any guts.
As you finish off your description of the failed expectation, your goal should be to hear the other person’s point of view.
When people choose one action over another, it’s because they’re betting that that action will generate the best result.
If you want people to act in another way, you have to let them know how a different behavior would yield a better consequence bundle.
Books by the same Author
When people first hear the term “crucial conversation”, many conjure up images of presidents, emperors and prime ministers seated around a massive table while they debate the future of the world. Although it is true that such discussions have a wide-sweeping and lashing impact, they’re not the kind we have in
A stunning new approach to how individuals can not only change their lives for the better in the workplace, but also their lives away from the office, including (but not limited to) finding ways to improve one's working relationship with others, one's overall health, outlook on life, and so on.
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