Welcome those big, sticky, complicated problems. In them are your most powerful opportunities.
Now that we ve built our entire Crucial Confrontations model, let s quickly review each step we covered and then see what the skills look like when applied to a rather big, sticky, complicated problem. This will help us see how a real person during a real confrontation might pick and choose from the toolbox of skills we ve been building so carefully . Not all the skills will be needed all the time, and so we must have a way of thinking about which skills apply and when and where.