Crucial accountability : tools for resolving violated expectations, broken commitments, and bad behavior / by Kerry Patterson, Joseph Grenny, Ron Mcmillan, Al Switzler, David Maxfield.

Includes bibliographical references and index.

Introduction: What is crucial accountability? And who cares? Part one: work on me first. What to do before an accountability discussion Chapter 1: Choose what and if. How to know what conversation to hold and if you should hold it Chapter 2.Master my stores. How to get your head right before opening you mouth -- Part two.Create safety. What to do during an accountability discussion Part two.Create safety. What to do during an accountability discussion Chapter 3.Describe the gap. How to start an accountability discussion 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 Part three: Move to action. What to do after an accountability discussion Chapter 7.Agree on a plan and follow-up. How to gain commitment and move to action Chapter 8.Put it all together. How to solve big, sticky, complicated problems Chapter 9.The 12 "yeah-buts". How to deal with the truly tough Appendix A: Where do you stand? A self-assessment for measuring your skills for holding an accountability discussion skills Appendix B: Six-source diagnostic questions. The six-source model Appendix C: When things go right Appendix C: When things go right Appendix D: Discussion questions for reading groups

Retitled 'Crucial Accountability', this updated version of 'Crucial Confrontations' offers the tools for improving relationships in the workplace and in life, and resplving all these problems - permanently. It includes updated case studies and new research findings by Kerry Patterson, Joseph Grenny, Ron McMillan , and Al Switzler.