Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior, Second Edition ( Paperback)

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Broken promises, missed deadlines, poor behavior--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.

Foreword Preface Acknowledgments Introduction: What Is Crucial Accountability? And Who Cares? Part One: Work on Me FirstWhat to Do Before an Accountability Confrontation Chapter 1: Choose What and If How to Know What Conversation to Hold and If You Should Hold ItChapter 2: Master My Stories How to Get Your Head Right Before Opening Your Mouth Part Two: Create SafetyWhat to Do During an Accountability Conversation Chapter 3: Describe the GapHow to Start an Accountability Conversation Chapter 4: Make It MotivatingHow to Help Others Want to Take Action Chapter 5: Make It EasyHow to Make Keeping Commitments (Almost) Painless Chapter 6: Stay Focused and FlexibleWhat to Do When Others Get Sidetracked,Scream, or Sulk Part Three: Move to ActionWhat to Do After an Accountability Conversation Chapter 7: Agree on a Plan and Follow UpHow to Gain Commitment and Move to Action Chapter 8: Put It All TogetherHow 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 Accountability Conversation Skills Appendix B: Six-Source Diagnostic QuestionsThe Six-Source Model Appendix C: When Things Go Right Appendix D: Discussion Questions for Reading Groups Notes Index