Table of Contents

 

Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior
by Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler	ISBN:0071446524
McGraw-Hill © 2005 (284 pages)
Use this book to learn how to step up to failed promises and deal with them in a way that both solves the problem and saves relationships.

Table of Contents
	Crucial Confrontations”Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior
	Foreword
	Preface	-	A Note to Our Readers
	Introduction	-	What™s a Crucial Confrontation? And Who Cares?
Part One - Work on Me First”What to Do before a Crucial Confrontation
	Chapter 1	-	Choose What and If”How to Know What Crucial Confrontation to Hold and If You Should Hold It
	Chapter 2	-	Master My Stories”How to Get Your Head Right before Opening Your Mouth
Part Two - Confront with Safety”What to Do during a Crucial Confrontation
	Chapter 3	-	Describe the Gap”How to Start a Crucial Confrontation
	Chapter 4	-	Make It Motivating”How to Help Others Want to Take Action
	Chapter 5	-	Make It Easy”How to Make Keeping Commitments (Almost) Painless
	Chapter 6	-	Stay Focused and Flexible”What to Do When Others Get Sidetracked, Scream, or Sulk
	Chapter 7	-	Agree on a Plan and Follow Up”How to Gain Commitment and Move to Action
Part Three - Move to Action”What to Do after a Crucial Confrontation
	Chapter 8	-	Put It All Together”How to Solve Big, Sticky, Complicated Problems
	Chapter 9	-	The Twelve Yeah-Buts”How to Deal with the Truly Tough
	Appendix A	-	Where Do You Stand?”A Self-Assessment for Measuring Your Crucial Confrontation Skills
	Appendix B	-	Six-Source Diagnostic Questions”The Six-Source Model
	Appendix C	-	When Things Go Right
	Appendix D
	Notes
	Index
	List of Sidebars