Behind the problems that routinely plague
organizations and families, you'll find individuals who are either
unwilling or unable to deal with failed promises. Others have
broken rules, missed deadlines, failed to live up to commitments,
or just plain behaved badly--and nobody steps up to the issue. Or
they do, but do a lousy job and create a whole new set of problems.
Accountability suffers and new problems spring up. New research
demonstrates that these disappointments aren't just irritating,
they're costly--sapping organizational performance by twenty to
fifty percent and accounting for up to ninety percent of
divorces.
Crucial Confrontations teaches skills drawn from 10,000
hours of real-life observations to increase confidence in facing
issues like:
- An employee speaks to you in an insulting tone that crosses the
line between sarcasm and insubordination. Now what?
- Your boss just committed you to a deadline you know you can't
meet--and not-so-subtly hinted he doesn't want to hear complaints
about it.
- Your son walks through the door sporting colorful new body art
that raises your blood pressure by forty points. Speak now, pay
later.
- An accountant wonders how to step up to a client who is
violating the law. Can you spell unemployment?
- Family members fret over how to tell granddad that he should no
longer drive his car. This is going to get ugly.
- A nurse worries about what to say to an abusive physician. She
quickly remembers "how things work around here" and decides not to
say anything.
Everyone knows how to run for cover, or if adequately provoked,
step up to these confrontations in a way that causes a real ruckus.
That we have down pat. Crucial Confrontations teaches you
how to deal with violated expectations in a way that solves the
problem at hand, and doesn't harm the relationship--and in fact,
even strengthens it.
Crucial Confrontations borrows from twenty years of
research involving two groups. More than 25,000 people helped the
authors identify those who were most influential during crucial
confrontations. They spent 10,000 hours watching these people,
documented what they saw, and then trained and tested with more
than 300,000 people. Second, they measured the impact of crucial
confrontations improvements on organizational and team
performance--the results were immediate and sustainable: twenty to
fifty percent improvements in measurable performance.
PUBLICATION DATE: Sep 2004
| Product Code |
Description |
Attributes |
Price |
|
| 9780071446525 |
Crucial Confrontations |
|
$29.95
|
|
|
