Crucial Confrontations

Discoverskillstoresolvetouchy,controversial,andcomplexissuesatworkandathome--nowavailableinthisfollow-uptotheinternationallypopularCrucialConversations.Behindtheproblemsthatroutinelyplagueorganizationsandfamilies,you'llfindindividualswhoareeitherunwillingorunabletodealwithfailedpromises.Othershavebrokenrules,misseddeadlines,failedtoliveuptocommitments,orjustplainbehavedbadly--andnobodystepsuptotheissue.Ortheydo,butdoalousyjobandcreateawholenewsetofproblems.Accountabilitysuffersandnewproblemsspringup.Newresearchdemonstratesthatthesedisappointmentsaren'tjustirritating,they'recostly--sappingorganizationalperformancebytwentytofiftypercentandaccountingforuptoninetypercentofdivorces.CrucialConfrontationsteachesskillsdrawnfrom10,000hoursofreal-lifeobservationstoincreaseconfidenceinfacingissueslike:Anemployeespeakstoyouinaninsultingtonethatcrossesthelinebetweensarcasmandinsubordination.Nowwhat?Yourbossjustcommittedyoutoadeadlineyouknowyoucan'tmeet--andnot-so-subtlyhintedhedoesn'twanttohearcomplaintsaboutit.Yoursonwalksthroughthedoorsportingcolorfulnewbodyartthatraisesyourbloodpressurebyfortypoints.Speaknow,paylater.Anaccountantwondershowtostepuptoaclientwhoisviolatingthelaw.Canyouspellunemployment?Familymembersfretoverhowtotellgranddadthatheshouldnolongerdrivehiscar.Thisisgoingtogetugly.Anurseworriesaboutwhattosaytoanabusivephysician.Shequicklyremembers"howthingsworkaroundhere"anddecidesnottosayanything.Everyoneknowshowtorunforcover,orifadequatelyprovoked,stepuptotheseconfrontationsinawaythatcausesarealruckus.Thatwehavedownpat.CrucialConfrontationsteachesyouhowtodealwithviolatedexpectationsinawaythatsolvestheproblemathand,anddoesn'tharmtherelationship--andinfact,evenstrengthensit.