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Crucial Accountability: Tools for Resolving Violated
Expectations, Broken Commitments, and Bad Behavior,
Second Edition ( Paperback)
BOOK DETAIL
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Paperback: 304 pages Publisher: McGraw-Hill Education; 2 edition (June 14, 2013) Language: English
ISBN-10: 9780071829311 ISBN-13: 978-0071829311 ASIN: 0071829318 Product Dimensions: 6 x 0.6 x
8.9 inches
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Book Description
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.

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