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Crucial accountability : tools for resolving violated expectations, broken commitments, and bad behavior / Kerry Patterson ... [et al.].

Crucial accountability : tools for resolving violated expectations, broken commitments, and bad behavior / Kerry Patterson ... [et al.].
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Barcode Shelf Location Collection Volume Ref. Status Due Date Res.
TF1209965 658.45 PAT
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TF1210341 658.45 PAT
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Reserve Title Catalogue Record 16684
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Catalogue Information
Field name Details
Record Number 16684
ISBN 9780071829311 (paperback)
Location 658.45 PAT
Author Patterson, Kerry,1946-
Title Crucial accountability : tools for resolving violated expectations, broken commitments, and bad behavior / Kerry Patterson ... [et al.].
Edition Second edition.
Published New York McGraw-Hill Education, 2013.
Collation xix, 275 p. : illustrations ; 23 cm.
General Note "This book is a companion to 'Crucial conversations: tools for talking when stakes are high' ... Crucial conversations deal with high-stakes interactions where emotions run strong and opinions vary. Crucial accountability deals with a subset of these interactions. After parties have come to a common understanding and assignments have been made - meaning things are on course - someone fails to complete his or her assignment. All accountability conversations start with the question 'Why didn't you keep your commitment?' And they end, not merely a solution is reached, but when it's done in such a manner that both parties are able to comply and the relationship is strengthened." - p. xvii.
First edition published as "Crucial confrontations".
Bibliography Note Includes bibliographical references and index.
Contents Note Choose what and if : how to know what conversation to hold and if you should hold it -- Master my stories how to get your head right before opening your mouth -- Describe the gap : how to start an accountability conversation -- Make it easy : how to make keeping commitments (almost) painless -- Make it motivating : how to help others want to take action -- Stay focused and flexible : what to do when others get sidetracked, scream, or sulk -- Move to action : what to do after an accountability conversation -- Agree on a plan and follow up : how to gain commitment and move to action -- Put it all together : how to solve big, sticky, complicated problems -- The twelve "yeah-buts" : how to deal with the truly tough.
Summary Note "Broken promises, missed deadlines, poor behaviour - they don’t just make others’ lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. 'Crucial accountability' offers the tools for improving relationships in the workplace and in life and for resolving all these problems - permanently." - Back cover.
Subject Interpersonal confrontation
Interpersonal communication
Interpersonal relations
Communication in management
Communication in organizations
Added Name Grenny, Joseph
Maxfield, David
McMillan, Ron
Switzler, Al
.
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