Crucial Confrontations

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.

Contents:

Introduction - What’s a Crucial Confrontation? And Who Cares?

Part One - Work on Me First——What to Do before a Crucial Confrontation

Chapter 1 - Choose What and If——How to Know What Crucial Confrontation to Hold and If You Should Hold It
Chapter 2 - Master My Stories——How to Get Your Head Right before Opening Your Mouth

Part Two - Confront with Safety——What to Do during a Crucial Confrontation

Chapter 3 - Describe the Gap——How to Start a Crucial Confrontation
Chapter 4 - Make It Motivating——How to Help Others Want to Take Action
Chapter 5 - Make It Easy——How to Make Keeping Commitments (Almost) Painless
Chapter 6 - Stay Focused and Flexible——What to Do When Others Get Sidetracked, Scream, or Sulk
Chapter 7 - Agree on a Plan and Follow Up——How to Gain Commitment and Move to Action

Part Three - Move to Action——What to Do after a Crucial Confrontation

Chapter 8 - Put It All Together——How to Solve Big, Sticky, Complicated Problems
Chapter 9 - The Twelve ““Yeah-Buts””——How to Deal with the Truly Tough

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