Kerry Patterson, Joseph Grenny, Ron McMillan

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

• Gebundenes Buch

Produktbeschreibung

Teaches you how to deal with common infractions such as: an employee speaks to you in an insulting tone that crosses the line between sarcasm and insubordination. This title also teaches you how to deal with violated expectations in a way that solves the problem at hand without harming the relationship - and, in fact, even strengthens it.

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Produktdetails

• Verlag: McGraw-Hill Education - Europe
• 2 ed
• Seitenzahl: 304
• Erscheinungstermin: 18. Juni 2013
• Englisch
• Abmessung: 239mm x 164mm x 22mm
• Gewicht: 566g
• ISBN-13: 9780071830607
• ISBN-10: 007183060X
• Artikelnr.: 37631671

Autorenporträt

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

Inhaltsangabe

Foreword
Preface
Acknowledgments
Introduction: What Is Crucial Accountability? And Who Cares?
Part One: Work on Me First
What to Do Before an Accountability Confrontation
Chapter 1: Choose What and If
How to Know What Conversation to Hold and If You Should Hold It
Chapter 2: Master My Stories
How to Get Your Head Right Before Opening Your Mouth
Part Two: Create Safety
What to Do During an Accountability Conversation
Chapter 3: Describe the Gap
How to Start an Accountability Conversation
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 Conversation
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 Accountability Conversation Skills
Appendix B:
Six-Source Diagnostic Questions
The Six-Source Model
Appendix C:
When Things Go Right
Appendix D:
Discussion Questions for Reading Groups
Notes
Index