Record Display for the EPA National Library Catalog


Main Title Crucial accountability : tools for resolving violated expectations, broken commitments, and bad behavior /
Author Patterson, Kerry,
Other Authors
Author Title of a Work
Grenny, Joseph.
Maxfield, David G.,
McMillan, Ron.
Switzler, Al.
Publisher McGraw-Hill,
Year Published 2013
OCLC Number 830992508
ISBN 9780071830607; 007183060X; 9780071829311; 0071829318
Subjects Interpersonal confrontation ; Interpersonal communication ; Interpersonal relations ; Communication in management ; Communication in organizations ; Interprofessional Relations ; Social Behavior ; BUSINESS & ECONOMICS ; Communication--Popular Works ; Interpersonal Relations--Popular Works ; Interprofessional Relations--Popular Works ; Social Behavior--Popular Works
Library Call Number Additional Info Location Last
ELCM  HM1121.C78 2013 NVFEL Library/Ann Arbor, MI 03/09/2015
Edition Second edition.
Collation xix, 275 pages : illustrations ; 23 cm
"First edition published as Crucial confrontations." Includes bibliographical references (pages 265-266) and index.
Contents Notes
Part one. Choose what and if : how to know what conversation to hold and if you should hold it -- Master my stories : how to get your head right before opening your mouth -- Part two. Describe the gap : how to start an accountability conversation -- Make it motivating : how to help others want to take action -- Make it easy : how to make keeping commitments (almost) painless -- Stay focused and flexible : what to do when others get sidetracked, scream, or sulk -- Part three. Move to action : what to do after an accountability conversation -- Agree on a plan and follow up : how to gain commitment and move to action -- Put it all together : how to solve big, sticky, complicated problems -- The 12 "yeah-buts" : how to deal with the truly tough -- Appendix A. Where do you stand? : a self-assessment for measuring your skills for holding an accountability discussion skills -- Appendix B. Six-source diagnostic questions : the Six-Source Model -- Appendix C. When things go right -- Appendix D. Discussion questions for reading groups. Furnishes a selection of tools to help resolve controversial issues in the office and at home, including how to determine whether an issue is worth confronting, how to avoid jumping to nasty conclusions, how to decide which problems to handle and in whatorder, and how to motivate people without threats.