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

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

McGraw-Hill

Copyright 2005 by Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler. All rights reserved. Printed in the United States of America. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a data base or retrieval system, without prior written permission of the publisher.

1 2 3 4 5 6 7 8 9 0 DOC/DOC 0 9 8 7 6 5 4

ISBN 0-07-144652-4

McGraw-Hill books are available at special discounts to use as premiums and sales promotions, or for use in corporate training programs. For more information, please write to the Director of Special Sales, Professional Publishing, McGraw-Hill, Two Penn Plaza, New York, NY 10121-2298. Or contact your local bookstore.

This book is printed on recycled, acid-free paper containing a minimum of 50% recycled de-inked paper.

We dedicate this book to

THE WORLD S BEST LEADERS ,
Those courageous and skillful
managers, supervisors, associates , team members ,
parents, colleagues, and technicians
who stepped up to tough,
even hostile , and crucial problems
and dealt with them superbly.

Thank you for your examples.
Thank you for helping us learn.

About VitalSmarts

A world leader in leadership training and organizational performance, VitalSmarts provides products and services to hundreds of companies, including over 300 of the Fortune 500. For over 25 years , and with over 10,000 hours of in the trenches observation, the authors have explored methods for bringing about systematic and lasting change. Services include training, keynote speaking, on-site consulting, and customized development.

About the Authors

This same team of authors previously produced the New York Times bestseller Crucial Conversations: Tools for Talking When Stakes are High. In 1990, they co-founded VitalSmarts, a consulting firm that delivers training products and services to clients worldwide. Sought after as speakers and consultants , the authors have worked with organizations and associations worldwide.

Kerry Patterson ([e-mail]) has authored award-winning training programs, labored on long- term change efforts, and served as an executive coach. He received the prestigious 2004 BYU Marriot School of Management Dyer Award for outstanding contribution in organizational behavior.

Joseph Grenny ([e-mail]), an acclaimed keynote speaker and consultant, has designed and implemented major corporate change initiatives for the past nineteen years. He also cofounded California Computer Corporation and Unitus, a nonprofit organization that helps third-world poor achieve economic self- reliance .

Ron McMillan ([e-mail]) holds advanced degrees in sociology and organizational behavior. He cofounded the Covey Leadership Center, where he served as vice president of research and development. His work ranges from unions and first-level managers to CEOs and corporate executives on topics such as team development, personal vitality , and leadership.

Al Switzler ([e-mail]) is on the faculty of the Executive Development Center at the University of Michigan. He previously taught at Auburn University, the University of Kentucky, and Brigham Young University. He has directed training and management initiatives with hundreds of organizations worldwide.