Crucial Confrontations – Effective Communication Skills

Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior

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Learn how to hold difficult conversations, hold anyone accountable, master performance discussions, and get results with effective communication skills.  

The authors of the huge bestseller Crucial Conversations [Accountability] show you how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing good behavior.

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.

Never walk away from another touchy, controversial, or complex issue—at work or at home!

Crucial Confrontations [Accountability] 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.

Crucial Confrontations [Accountability] offers the tools for improving relationships in the workplace and in life and for resolving all these problems–permanently.

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 [Accountability] 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.

About the Authors

Kerry Patterson has consulted with hundreds of Fortune 500 companies using his award-winning training program to teach development and maintenance of healthy organizations.

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

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

Al Switzler is currently on the faculty at the Executive Development Center at the University of Michigan.  Together these authors have founded VitalSmarts and have trained more than 500,000 people worldwide. They live in the greater Salt Lake City area.

App Features

Included in the app are:

  • The complete book
  • The complete audiobook synchronized with the text
  • Bookmarking capability
  • Preferences settings for:
    • Font type
    • Font size
    • Night viewing
    • Audio On/Off switch


 “Revolutionary ideas…opportunities for breakthrough…”

Stephen R. Covey, author of The 7 Habits of Highly Effective People

  “…unleash the true potential of a relationship or organization and move it to the next level….”

Ken Blanchard, coauthor of The One Minute Manager® and The Secret: What Great Leaders Know–and Do

“The most recommended and most effective resource in my library.”

Stacey Allerton Firth, Vice President, Human Resources, Ford of Canada

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