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CITATION

Patterson, Kerry; Grenny, Joseph; McMillan, Ron; and Switzler, Al. Crucial Confrontations. US: McGraw-Hill, 2004.

Crucial Confrontations

Authors: Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler

Published:  August 2004

eISBN: 9780071457231 0071457232 | ISBN: 9780071446525
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  • Terms of Use
  • Want to learn more?
  • Contents
  • Foreword
  • Preface: A Note to Our Readers
  • Acknowledgments
  • Introduction: What’s a Crucial Confrontation? And Who Cares?
  • How Do You Handle Problems?
  • What We Mean By Crucial Confrontations
  • What 25,000 People Taught Us About Influence
  • Joining the Ranks of the Effective
  • The Enormous Benefits of Confronting Others and the Enormous Costs of Walking Away
  • Summary
  • Part One: Work on Me First What to Do before a Crucial Confrontation
  • Ch. 1: Choose What and If How to Know What Crucial Confrontation to Hold and If You Should Hold It
  • Choosing What
  • Decide If
  • Chapter Summary
  • Ch. 2: Master My Stories How to Get Your Head Right before Opening Your Mouth
  • Hang the Gear Heads!
  • The Problem: Telling Ugly Stories
  • The Solution: Tell the Rest of the Story
  • Chapter Summary
  • Part Two: Confront with Safety What to Do during a Crucial Confrontation
  • Ch. 3: Describe the Gap How to Start a Crucial Confrontation
  • I’m Sorry, But My Osmosis is Broken
  • Exactly What are We Confronting?
  • Describe the Gap
  • Tips for Tough Situations
  • Chapter Summary
  • Ch. 4: Make It Motivating How to Help Others Want to Take Action
  • Remember to Diagnose
  • It’s About to Get Complicated
  • Don’t Oversimplify Motivation: A Small Rant
  • Getting to the Root of Motivation
  • Three Approaches to Avoid
  • The Solution
  • Finish Well
  • A Final Case: Can This Marriage Be Saved?
  • Chapter Summary
  • Ch. 5: Make It Easy How to Make Keeping Commitments (Almost) Painless
  • Don’t Misdiagnose
  • Your Job: Make It Easy
  • Tools for Making It Easy
  • Pop the Question
  • Chapter Summary
  • Ch. 6: Stay Focused and Flexible What to Do When Others Get Sidetracked, Scream, or Sulk
  • We Must Be Focused and Flexible
  • Four Different Emergent Problems and How to Address Them
  • Chapter Summary
  • Part Three: Move to Action What to Do after a Crucial Confrontation
  • Ch. 7: Agree on a Plan and Follow Up How to Gain Commitment and Move to Action
  • Predictable Problems
  • Don’t Assume
  • The Solution: Make a Plan Complete With WWWF
  • Again, Follow Up
  • Chapter Summary
  • Ch. 8: Put It All Together How to Solve Big, Sticky, Complicated Problems
  • The Big Idea from Each Step
  • Is It You or is It Me?
  • Choose What and If
  • Master My Stories
  • Make It Safe
  • Describe the Gap
  • Make It Safe
  • Describe the Gap
  • Make It Motivating and Make It Easy
  • Stay Focused and Flexible
  • Agree on a Plan and Follow Up
  • Chapter Summary
  • A Final Comment: Can People Really Do This?
  • Ch. 9: The Twelve “Yeah-Buts” How to Deal with the Truly Tough
  • Confronting Authority
  • Breaking from the Pack
  • Married to a Mime
  • Hearsay
  • Potentially Devastating
  • Way Out of Line and Scary
  • Changing Your Culture
  • Borderline Behavior
  • Our Plate is Overflowing
  • I Don’t Want to Be a Nag
  • Our Relationship is Based Solely on Problems
  • I Don’t Think We Can Change
  • Appendix A: Where Do You Stand? A Self-Assessment for Measuring Your Crucial Confrontations Skills
  • Where Do You Stand?
  • Appendix B: Six-Source Diagnostic Questions The Six-Source Model
  • Source 1—Self, Motivate (Pain and Pleasure)
  • Source 2—Self, Enable (Strengths and Weaknesses)
  • Source 3—Others, Motivate (Praise and Pressure)
  • Source 4—Others, Enable (Helps and Hindrances)
  • Source 5—Things, Motivate (Carrots and Sticks)
  • Source 6—Things, Enable (Bridges and Barriers)
  • Appendix C: When Things Go Right
  • Praise
  • Appendix D
  • Discussion Questions for Reading Groups
  • Notes
  • Index
  • About VitalSmarts
  • About the Authors
  • Become a Master of Dialogue
  • Put Your Crucial Skills to Work