When we use the word confrontation , we re using it in the following way: To confront means to hold someone accountable, face to face. Although the term can sound abrasive, that s not what we have in mind. In fact, when confrontations are handled correctly, both parties talk openly and honestly. Both are candid and respectful. And as a result:
Problems are resolved.
To see how the authors learned to step up to failed promises and deal with them in a way that both solves the problem and salves relationships, let s go back to the plywood mill. As you may have guessed, the two researchers who walked into the mill are part of the team behind this book.