Crucial Confrontations

ISBN: 0071446524
EAN: 2147483647

Year: 2005
Pages: 115

Authors: Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler

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Table of Contents
BackCover
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?
What We Mean by Crucial Confrontations
What 25,000 People Taught Us about Influence
Joining the Ranks of the Effective
The Enormous Benefits of Confronting Others and the Enormous Costs of Walking Away
Summary
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
Choosing What
Decide If
Chapter Summary
Chapter 2: Master My Stories--How to Get Your Head Right before Opening Your Mouth
Hang the Gear heads
The Problem: Telling Ugly Stories
The Solution: Tell the Rest of the Story
Chapter Summary
Part Two: Confront with Safety--What to Do during a Crucial Confrontation
Chapter 3: Describe the Gap--How to Start a Crucial Confrontation
Exactly What Are We Confronting?
Describe the Gap
Tips for Tough Situations
Chapter Summary
Chapter 4: Make It Motivating--How to Help Others Want to Take Action
Remember to Diagnose
It s About to Get Complicated
Don t Oversimplify Motivation: A Small Rant
Getting to the Root of Motivation
Three Approaches to Avoid
The Solution
Finish Well
A Final Case: Can This Marriage Be Saved?
Chapter Summary
Chapter 5: Make It Easy--How to Make Keeping Commitments (Almost) Painless
Don t Misdiagnose
Your Job: Make It Easy
Tools For Making It Easy
Pop the Question
Chapter Summary
Chapter 6: Stay Focused and Flexible--What to Do When Others Get Sidetracked, Scream, or Sulk
We Must Be Focused and Flexible
Four Different Emergent Problems and How To Address Them
Chapter Summary
Chapter 7: Agree on a Plan and Follow Up--How to Gain Commitment and Move to Action
Predictable Problems
Don t Assume
The Solution: Make a Plan Complete with WWWF
Again, Follow Up
Chapter Summary
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
The Big Idea from Each Step
Is It You or Is It Me?
Choose What and If
Master My Stories
Make It Safe
Describe the Gap
Make It Safe
Describe the Gap
Make It Motivating and Make It Easy
Stay Focused and Flexible
Agree on a Plan and Follow up
Chapter Summary
Chapter 9: The Twelve Yeah-Buts --How to Deal with the Truly Tough
Confronting Authority
Breaking from the Pack
Married to a Mime
Hearsay
Potentially Devastating
Way Out of Line and Scary
Changing Your Culture
Borderline Behavior
Our Plate Is Overflowing
I Don t Want to Be a Nag
Our Relationship Is Based Solely on Problems
I Don t Think We Can Change
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
Source 2--Self, Enable (Strengths and Weaknesses)
Source 3--Others, Motivate (Praise and Pressure)
Source 4--Others, Enable (Helps and Hindrances)
Source 5--Things, Motivate (Carrots and Sticks)
Source 6--Things, Enable (Bridges and Barriers)
Appendix C: When Things Go Right
Appendix D
Notes
Chapter 1
Chapter 4
Appendix C
Index
Index_B
Index_C
Index_D
Index_E
Index_F
Index_G
Index_H
Index_I
Index_J-L
Index_M
Index_N-O
Index_P
Index_Q
Index_R
Index_S
Index_T
Index_U-V
Index_W
Index_Y
List of Sidebars