Crucial confrontations
Subtitle: tools for resolving broken promises, violated expectations, and bad behavior
By: Kerry Patterson ... [et al.].
Contributors: Patterson, Kerry, 1946-
Publisher: McGraw-Hill
Published: 2005
Place of publication: New York
Language: eng
Number of pages: 284
Subjects: Interpersonal confrontation.; Interpersonal communication.; Interpersonal relations.; Communication in management.; Communication in organizations.
Description: The authors show how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing bad behavior. Behind the problems that routinely plague organizations and families, you'll find individuals who are either unwilling or unable to deal with failed promises. Others have broken rules, missed deadlines, failed to live up to commitments, or just plain behaved badly--and nobody steps up to the issue. Or they do, but do a lousy job and create a whole new set of problems. Accountability suffers and new problems spring up. New research demonstrates that these disappointments aren't just irritating, they're costly--sapping organizational performance and accounting for most divorces. This book 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.--From publisher description.
Notes: Includes bibliographical references (p. 271-272) and index.