Crucial Confrontations

Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior

by Kerry Patterson , Joseph Grenny , Ron McMillan , Al Switzler

Number of pages: 284

Publisher: McGraw-Hill

BBB Library: Communications

ISBN: 9780071446525



About the Authors

Kerry Patterson : Kerry Patterson is a prolific writer who has coauthored numerous articles

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Joseph Grenny : Joseph Grenny is an acclaimed keynote speaker, four-time New York Times

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Ron McMillan : Four-time New York Times bestselling author, Ron McMillan, is a sought-after

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Al Switzler : Al Switzler is a renowned consultant and world-class speaker who has

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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

"Crucial Confrontations takes us beyond warm and fuzzy ideals and conceptual solutions; it offers proven techniques and practical tools that anyone can — and should — use." - Gulyani

"Crucial Confrontations detailed an approach to deal with higher stakes dealings where emotions may be running a lot higher." - Henry Lawson

"Crucial Confrontations provides a refreshing approach to handling unpleasant conversations and confrontations in the workplace. " - Vital Smarts

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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.

When you move to violence, the consequences can be nothing short of horrendous.

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.

The chief error we make is a simple one: We assume that people do what they do because of personality factor alone.

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