Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behav

Hold anyone accountable. Master performance discussions. Get RESULTS.

Behind the problems that routinely plague our organizations and families, you''ll find individuals who are either unwilling or unable to deal with broken promises. Colleagues break a rule, coworkers miss a deadline, friends fail to live up to commitments (or just plain behave badly), and nobody says a word. Nobody holdsanyone accountable. With repeated infractions, individuals become increasingly upset until they finally do speak theirminds, but they do so poorly--often creating whole new sets of problems.

Research proves that mishandled disappointments aren''t just morale killers, they''re institution killers--diminishing organizational performance by 20 to 50 percent and accounting for up to 90 percent of all divorces.

Drawing from 10,000 hours of observations, Crucial Accountability teaches you how to deal with common infractions such as:

An employee speaks to you in an insulting