CRUCIAL ACCOUNTABILITY 2nd Ed
Textbook: CRUCIAL ACCOUNTABILITY- Tools for Resolving Violated Expectations, Broken Commitments and Bad Behavior
Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler
TAKE THIS COURSE NOW !
Everyone knows how to run for cover, or if adequately provoked,
step up to these confrontations in a way that causes a real ruckus.
That we have down pat. Crucial Confrontations teaches
you how to deal with violated expectations in a way that solves
the problem at hand, and doesn't harm the relationship--and in fact,
even strengthens it.
The information compiled by Crucial Confrontations has
been used to train over 200,000 people from Nairobi to New Jersey.
They have learned the skills needed to deal with some of the most
challenging confrontations imaginable. They learn to master crucial
confrontations in order to face their fears and never walk away
from a problem again.
Crucial confrontations is a skill that will help people master
their own emotions, describe their problems in ways that does not
cause defensiveness, and provides motivating and easy ways of handling
anything people might encounter.
TABLE OF CONTENTS
- Explain WHAT is Crucial Accountability, WHAT to do BEFORE starting an accountability conversation and HOW to start an Accountability Conversation
- Describe and implement the tools for resolving violated expectations and broken commitments
- Apply the six sources of influence
- Explain and demonstrate how to maintain "Mutual Purpose" and Mutual Respect"
- Explain the differences and similarities between "motivation" and "ability"
- Explain and implement ways to avoid getting sidetracked when new problems emerge during accountability conversations
Introduction: What's a Crucial Accountability? And
Part 1 Work on Me First: What to Do before an Accountability Conversation
Ch. 1: Choose What and If: How to Know What Conversation
to Hold and If You Should Hold It
Ch. 2: Master My Stories: How to Get Your Head Right before Opening
Part 2 Create Safety: What to Do during an Accountability Conversation
Ch. 3: Describe the Gap: How to Start a Conversation
Ch. 4: Make It Motivating: How to Help Others Want to Take Action
Ch. 5: Make It Easy: How to Make Keeping Commitments (Almost) Painless
Ch. 6: Stay Focused and Flexible: What to Do When Others Get Sidetracked,
Scream, or Sulk
Part 3 Move to Action: What to do After an Accountabiity Conversation
Ch. 7: Agree on a Plan and Follow Up: How to Gain Commitment and Move
Ch. 8: Put It All Together: How to Solve Big, Sticky, Complicated
Ch. 9: The Twelve "Yeah-Buts": How to Deal with the Truly
Appendix A Where Do You Stand? A Self-Assessment for Measuring Your
Accountabiity Conversation Skills
Appendix B Six-Source Diagnostic Questions: The Six-Source Model
Appendix C When Things Go Right 262
Appendix D Discussion Questions for Reading Groups