Kerry Patterson - Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior

PRAISE FOR CRUCIAL CONFRONTATIONS

The revolutionary ideas in this book demonstrate how these moments of potential breakdown are, in fact, opportunities for breakthrough. The wisdom this book offers will not only save countless imperiled relationships, it will strengthen the world by profoundly strengthening its fundamental building blocksour families, neighborhoods, communities, and workplaces.

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

The tools and concepts of Crucial Conversations have proven to be extraordinarily effective in preparing our leaders to manage change and improve results. We expect this new book to take us to the next level in driving accountability.

Mike Redenbaugh, CEO, Bell Helicopter

The greatest test of a relationship is what happens when someone lets you down. Yet these are the moments of greatest opportunity. By learning to manage crucial confrontations, you can unleash the true potential of a relationship or organization and move it to the next level. Never again will you have to choose between candor and kindness. This book teaches you that you can win by using both.

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

Ive got no patience for foo-foo. This book is the real dealit has immediate practicality. This is not fluff. The authors spent over 10,000 hours observing individuals who had been identified as the best at engaging in difficult but necessary confrontations where everyone wins and relationships are ultimately strengthened. Read it, underline it, learn from it. Its a gem.

Mike Murray,
VP Human Resources and Administration,
Microsoft (retired)

Hot-headed players. Bad refs. Energetic coaches. Anxious team owners. Watch out! This book redefines how we all relate to each other. Read it now or get lost in the dust.

Danny Ainge, Executive Director,
Basketball Operations Boston Celtics

Brutal honesty is easy. Suffering in silence takes no skill. Achieving absolute honesty while maintaining complete respect requires skill. And useful skills is what this book offers. It redefines how we relate to each other at work and at home. When Crucial Confrontations becomes required reading for everyone, the result will be overwhelming increases in productivity and prosperity.

Harry Paul, coauthor, FISH! A Remarkable
Way to Boost Morale and Improve Results

Ive seen first hand how these ideas can change a company for the better. But Crucial Confrontations is not for the faint-hearted leader. It starts with the CEO, demands greater openness of all leaders, and removes peoples chronic excuses for failed results in the past. It also creates a new climate of willingness on everyones part to confront tough issues with colleagues. It works. It profoundly affects performance. I highly recommend it.

Russell K. Tolman, President & CEO Cook Childrens
Health Care System, Fort Worth, Texas

This book bristles with ideas and insights. The authors build a compelling set of skills based on solid research and a deep understanding of psychological functioning. Think of the most talented leaders, parents, or spouses you knowthese are the skills they use. It is a must read book for anyone who has to make decisions about people and to be socially effective.

Dr. Philip Zimbardo, author, host of the PBS series
Discovering Psychology, past president of the
American Psychological Association,
Professor of Psychology, Stanford University.

The compelling organizational, often life-saving, skills presented in this book are the most important contribution to improving human interactions in health care I have seen in my career. I am confident that if all healthcare providers adopt these strategies there will be a dramatic improvement in patient safety and satisfactionthe bottom-line in healthcare that really counts.

Wanda Johanson, President,
American Association of Critical-Care Nurses

To sustain a learning culture, the tools of Crucial Conversations and now Crucial Confrontations are a must-have! Read on and find out how Crucial Confrontations can add to your teams effectiveness!

Charlotte Roberts, coauthor of
The Fifth Discipline Field Book

Clear and consistent communication can work magic in an organization but only if leaders have the courage and skills to set clear expectations and hold all individuals accountable. Crucial Confrontations gives leaders simple, effective tools to address tough problems and move to resolution.

Quint Studer, CEO, Studer Group
and author of Hardwiring Excellence

There is no way to overestimate the power of language and conversation to transform our lives. Crucial Confrontations offers a proven and powerful way to have more authentic relationships in a way that brings more care and compassion into the world.

Peter Block, author of Flawless Consulting,
Stewardship, and The Answer to How is Yes.

Crucial Confrontations lays out not only the need for accountability, but also practical steps on how to make it happen. People who say they believe in accountability and execution, but struggle with how to do it, should have this book on their desk. It goes beyond conceptual solutions, and provides simple techniques and approaches that anyone can use.

Paul McKinnon,
Senior VP of Human Resources, Dell, Inc.

Theyve done it again! With Crucial Confrontations, the authors have once again delivered practical and proven tools to immediately improve individual performance and organization success. This will be the most recommended and most effective resource in my library.

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

Crucial
Confrontations

Also by the Authors

Crucial Conversations:
Tools for Talking When the Stakes Are High

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

Kerry Patterson, Joseph Grenny,

Ron McMillan, and Al Switzler

Copyright 2009 by The McGraw-Hill Companies, Inc. All rights reserved. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.

ISBN: 978-0-07-145723-1

MHID: 0-07-145723-2

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