Crucial Confrontations

Tools for talking about violated expectations and broken promises

Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler

284 pages, parution le 23/09/2004

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Résumé

The authors of the New York Times bestseller Crucial Conversations show you how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing bad behavior

Discover skills to resolve touchy, controversial, and complex issues at work and at home now available in this follow-up to the internationally popular Crucial Conversations.

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.

L'auteur - Kerry Patterson

Kerry Patterson est un des fondateurs de VitalSmarts, une société de renommée internationale spécialisée dans le training managérial.

L'auteur - Joseph Grenny

Joseph Grenny has 20 years of experience coaching thousands of corporate and government leaders around the world in the art of communication.

L'auteur - Ron McMillan

Ron McMillan cofounded and was the vice president of research and development of Covey Leadership Center.

L'auteur - Al Switzler

Al Switzler is currently on the faculty at the Executive Development Center at the University of Michigan.

Sommaire

Work on me first
- Choose what an if
- Master my stories
Confront with safety
- Describe the gap
- Make it motivating
- Make it easy
- Stay focused and flexible
Move to action
- Agree on a plan and follow up
- Put it all together
- The twelve "yeah-butts"
- Appendixes

Voir tout

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Caractéristiques techniques

	PAPIER
Éditeur(s)	Mc Graw Hill
Auteur(s)	Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler
Parution	23/09/2004
Nb. de pages	284
Format	15 x 22,5
Couverture	Broché
Poids	420g
Intérieur	Noir et Blanc
EAN13	9780071446525