or
Sign in to turn on 1-Click ordering.
or
Amazon Prime free trial required. Sign up when you check out. Learn more
More Buying Choices
Have one to sell? Sell yours here
or
Get a £0.25 Amazon.co.uk Gift Card
Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior
 
 
Tell the Publisher!
I’d like to read this book on Kindle

Don't have a Kindle? Get your Kindle here, or download a FREE Kindle Reading App.

Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior [Paperback]

Kerry Patterson , Joseph Grenny , Ron Mcmillan , Al Switzler
4.7 out of 5 stars  See all reviews (7 customer reviews)
RRP: £9.99
Price: £6.19 & this item Delivered FREE in the UK with Super Saver Delivery. See details and conditions
You Save: £3.80 (38%)
o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o
In stock.
Dispatched from and sold by Amazon.co.uk. Gift-wrap available.
Want guaranteed delivery by Saturday, February 11? Choose Express delivery at checkout. See Details

Formats

Amazon Price New from Used from
Paperback £6.19  
Audio, CD, Abridged, Audiobook --  
Audio Download, Abridged £8.09 or Free with Audible.co.uk 30-day free trial
Trade In this Item for up to £0.25
Trade in Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior for an Amazon.co.uk gift card of up to £0.25, which you can then spend on millions of items across the site. Trade-in values may vary (terms apply). Find more products eligible for trade-in.

Frequently Bought Together

Customers buy this book with Crucial Conversations Tools for Talking When Stakes Are High, Second Edition £8.41

Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior + Crucial Conversations Tools for Talking When Stakes Are High, Second Edition
Price For Both: £14.60

Show availability and delivery details



Product details

  • Paperback: 284 pages
  • Publisher: McGraw-Hill Professional (1 Sep 2004)
  • Language English
  • ISBN-10: 0071446524
  • ISBN-13: 978-0071446525
  • Product Dimensions: 23.1 x 15.3 x 1.9 cm
  • Average Customer Review: 4.7 out of 5 stars  See all reviews (7 customer reviews)
  • Amazon Bestsellers Rank: 29,829 in Books (See Top 100 in Books)

More About the Author

Kerry Patterson
Discover books, learn about writers, and more.

Visit Amazon's Kerry Patterson Page

Product Description

Product Description

The authors of the New York Times bestseller Crucial Conversations show you how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing bad behaviour

Discover skills to resolve touchy, controversial, and complex issues at work and at home now available in this follow-up to the internationally popular Crucial Conversations.

Includes scripts modelling the best way to deal with confrontations.

From the Back Cover

"Hey, if you read only one 'management' book this decade...I'd insist that it be Crucial Confrontations."--from the foreword by TOM PETERS

"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

"Brilliant strategies for those difficult discussions at home and in the workplace..."--SOLEDAD O'BRIEN, cohost of CNN's Morning Edition

"This book is the real deal....Read it, underline it, learn from it. It's a gem."-- MIKE MURRAY, VP Human Resources and Administration, Microsoft (retired)

NEVER WALK AWAY FROM ANOTHER TOUCHY, CONTROVERSIAL, OR COMPLEX ISSUE--AT WORK OR AT HOME!

Behind the problems that routinely plague families, teams, and organizations are individuals who either can't or won't deal with failed promises. Others have broken rules, missed deadlines, or just plain behaved badly. If anybody steps up to the issue, they often do a lousy job and create a whole new set of problems.

New research demonstrates that these disappointments aren't just irritating--they're costly--sapping organizational performance by 20 to 50 percent and accounting for up to 90 percent of divorces. Drawn from over 10,000 hours of real-life observations, Crucial Confrontations teaches skills to increase confidence in facing tough issues. Learn to:

  • Permanently resolve failed promises and missed deadlines
  • Transform broken rules and bad behaviors into productive accountability
  • Strengthen relationships while solving problems

Inside This Book (Learn More)
First Sentence
When two Stanford researchers pulled up to a plywood mill in the foothills of northwestern Washington, they were surprised to see an ambulance parked out front. Read the first page
Explore More
Concordance
Browse Sample Pages
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Search inside this book:

Suggested Tags from Similar Products

 (What's this?)
Be the first one to add a relevant tag (keyword that's strongly related to this product)
 

Your tags: Add your first tag
 

Sell a Digital Version of This Book in the Kindle Store

If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store. Learn more


 

Customer Reviews

7 Reviews
5 star:
 (6)
4 star:    (0)
3 star:
 (1)
2 star:    (0)
1 star:    (0)
 
 
 
 
 
Average Customer Review
4.7 out of 5 stars (7 customer reviews)
 
 
 
 
Share your thoughts with other customers:
Most Helpful Customer Reviews

16 of 17 people found the following review helpful:
5.0 out of 5 stars Peril or Opportunity?, 23 Sep 2005
By 
Robert Morris (Dallas, Texas) - See all my reviews
(TOP 100 REVIEWER)    (REAL NAME)   
This review is from: Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior (Paperback)
As I read this exceptionally informative book, I was again reminded of the fact that the Chinese word for "crisis" has two meanings: peril and opportunity. As those who have been or are now involved in process simplification initiatives already know, every problem encountered offers a valuable learning opportunity. The same is also true when encountering "broken promises, violated expectations, and bad behavior" either within or beyond the workplace. The authors of this volume address questions such as these:

What's a "crucial confrontation"?
What to do before one occurs?
How to know when -- and when NOT -- to initiate one?
How to "get your head right before opening your mouth"?
How to begin a crucial confrontation?
How to involve and engage others to take appropriate action?
How to make keeping commitments (almost) painless?
What to do when others "get sidetracked, scream, or sulk"?
What to do after a crucial confrontation?
How to gain commitment and move to action?
How to solve "big, sticky, complicated problems"?
How to deal with the truly tough? (i.e. the twelve "yeh buts")

The authors also provide four appendices: A self-assessment for measuring confrontation skills, "The Six-Source Model," "When Things Go Right," and discussion questions for reading groups. Although any one of the appendices is worth far more than the cost of this book, their greatest value will be derived when the information and counsel are correlated with the material which the authors share in the nine chapters.

My own rather extensive experience in the business world suggests that "broken promises, violated expectations, and bad behavior" really do offer both perils and opportunities. A careful reading of this book and then an equally careful application of the advice which the authors offer will, in my opinion, reduce (if not eliminate) the former while helping to achieve effective fulfillment of the latter.

Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


13 of 14 people found the following review helpful:
5.0 out of 5 stars Packed with Knowledge!, 25 April 2005
By 
Rolf Dobelli "getAbstract" (Switzerland) - See all my reviews
(TOP 500 REVIEWER)    (REAL NAME)   
This review is from: Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior (Paperback)
Although confrontation is difficult for many people, it is often necessary. Failure to confront someone over bad behavior may be misinterpreted as approval. Confrontations can help bring people back to a better, more productive course. However, confrontations also can go off track and become shouting matches (or worse). Authors Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler outline a method for approaching confrontations when the stakes are particularly high; those are the crucial confrontations. Boiled down to its essentials, the methodology consists of focusing on facts, remaining calm, listening to the other person with respect and working to motivate the other person and to enable a change in behavior. The book is light, anecdotal and easy to read. Yet, we find that it offers so much sound advice that any manager, parent or spouse could find something useful.
Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No


3 of 4 people found the following review helpful:
5.0 out of 5 stars Well-structured and easy-to-read manual for understanding and dealing with confrontations, 21 Dec 2010
By 
E. Smakman (Netherlands) - See all my reviews
(REAL NAME)   
This review is from: Crucial Confrontations: Tools for talking about broken promises, violated expectations, and bad behavior (Paperback)
First of all, when I say 'Manual', it is not the 5 easy steps to deal with all difficult discussions (either fights or people withdrawing from constructive dialogue). The topic is too broad and too complex to cover this. But the book is a 'how to' book as it provides plenty of concepts to frame discussions and also practical examples to use and experiment with yourself. For me as a consultant in - at that moment - a merger process between two companies, the concepts of mutual respect and mutual trust were very enlightening in understanding the different behavior the participants from both companies were displaying. I better understood and thus could better act upon this. Better, but definitely not perfect. Therefore, you need to practice the concepts of the book many times.

This book has made me better aware of what is at stake and what needs to be done to address the key issues within difficult discussions. I would recommend it to anyone who wishes to take a step back and resolve difficult issues with other people in a constructive way but doesn't know how. Useful in a professional and a personal context.

Help other customers find the most helpful reviews 
Was this review helpful to you? Yes No

Share your thoughts with other customers: Create your own review
Would you like to see more reviews about this item?
 Go to Amazon.com to see all 61 reviews  4.4 out of 5 stars 
Were these reviews helpful?   Let us know
 
 
Most Recent Customer Reviews





Only search this product's reviews



Customer Discussions

This product's forum
Discussion Replies Latest Post
No discussions yet

Ask questions, Share opinions, Gain insight
Start a new discussion
Topic:
First post:
Prompts for sign-in
 

Search Customer Discussions
Search all Amazon discussions
   


Listmania!


Look for similar items by category


Look for similar items by subject


Feedback


Amazon.co.uk Privacy Statement Amazon.co.uk Delivery Information Amazon.co.uk Returns & Exchanges