Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior, Second Edition
- 3h 53m
- Al Switzler, David Maxfield, Joseph Grenny, Kerry Patterson, Ron McMillan
- McGraw-Hill
- 2013
In this UPDATED SECOND EDITION (first edition titled Crucial Confrontations), you'll learn how to hold anyone accountable, master performance discussions, and get results.
Behind the problems that routinely plague our organizations and families, you'll find individuals who are either unwilling or unable to deal with broken promises. Colleagues break a rule, coworkers miss a deadline, friends fail to live up to commitments (or just plain behave badly), and nobody says a word. Nobody holds anyone accountable. With repeated infractions, individuals become increasingly upset until they finally do speak their minds, but they do so poorly--often creating whole new sets of problems.
Research proves that mishandled disappointments aren't just morale killers, they're institution killers--diminishing organizational performance by 20 to 50 percent and accounting for up to 90 percent of all divorces.
Everyone knows how to run for cover, or, if sufficiently provoked, step up to problems in a way that causes a real ruckus. Crucial Accountability teaches you how to deal with violated expectations in a way that solves the problem at hand without harming the relationship--and, in fact, even strengthens it.
Broken promises, missed deadlines, poor behavior--they don't just make others' lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. Crucial Accountability offers the tools for improving relationships in the workplace and in life and for resolving all these problems--permanently.
About the Authors
This award-winning team of authors has produced four New York Times bestsellers—Crucial Conversations: Tools for Talking when Stakes are High (2002), Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior (2005), Influencer: The New Science of Leading Change (2008), and Change Anything: The New Science of Personal Success (2011). They are also cofounders of VitalSmarts, an Innovator In corporate training and organizational performance.
Kerry Patterson has authored award-winning training programs and led multiple long-term change efforts. In 2004, he received the BYU Marriott School of Management Dyer Award for outstanding contribution In organizational behavior. He completed doctoral work at Stanford University.
Joseph Grenny is an acclaimed keynote speaker and consultant who has implemented major corporate change initiatives for the past thirty years. He Is also a cofounder of Unltus Labs, a not-for-profit organization that helps the world’s poor achieve economic self-reliance.
David Maxfield Is a leading researcher, consultant, and speaker. He has led research studies on the role of human behavior in medical errors, safety hazards, and project execution. He completed doctoral work In psychology at Stanford University.
Ron McMillan is a sought-after speaker and consultant. He cofounded the Covey Leadership Center, where he served as vice president of research and development. He has worked with leaders ranging from first-level managers to executives from the Fortune 500.
Al Switzler is a renowned consultant and speaker who has directed training and management initiatives with leaders from dozens of Fortune 500 companies worldwide. He also served on the faculty of the Executive Development Center at the University of Michigan.
In this Book
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Crucial Accountability—Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior, Second Edition
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Foreword
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A Note to Our Readers
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What Is Crucial Accountability?—And Who Cares?
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Choose What and If—How to Know What Conversation to Hold and If You Should Hold It
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Master My Stories—How to Get Your Head Right Before Opening Your Mouth
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Describe the Gap—How to Start an Accountability Conversation
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Make It Motivating—How to Help Others Want to Take Action
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Make It Easy—How to Make Keeping Commitments (Almost) Painless
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Stay Focused and Flexible—What to Do When Others Get Sidetracked, Scream, or Sulk
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Agree on a Plan and Follow Up—How to Gain Commitment and Move to Action
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Put It All Together—How to Solve Big, Sticky, Complicated Problems
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The 12 “Yeah-Buts”—How to Deal with the Truly Tough
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Where Do You Stand?—A Self-Assessment for Measuring Your Accountability Conversation Skills
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Six-Source Diagnostic Questions—The Six-Source Model
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When Things Go Right
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Discussion Questions for Reading Groups
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Notes
