Table of Contents


 
crucial confrontations: tools for resolving broken promises, violated expectations, and bad behavior
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



Crucial Confrontations. Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior
Crucial Confrontations
ISBN: 0071446524
EAN: 2147483647
Year: 2005
Pages: 115

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