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Publisher's Summary

Discover skills to resolve touchy, controversial, and complex issues at work and at home, now available in this follow-up to the internationally popular Crucial Conversations.
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 by 20 to 50 percent and accounting for up to 90 percent of divorces.
Crucial Confrontations teaches skills drawn from 10,000 hours of real-life observations to increase confidence in facing issues like:

An employee speaks to you in an insulting tone that crosses the line between sarcasm and insubordination. Now what?
Your boss just committed you to a deadline you know you can't meet, and not-so-subtly hinted he doesn't want to hear complaints about it.
Your son walks through the door sporting colorful new body art that raises your blood pressure by 40 points. Speak now, pay later.
An accountant wonders how to step up to a client who is violating the law. Can you spell unemployment?
Family members fret over how to tell granddad that he should no longer drive his car. This is going to get ugly.
A nurse worries about what to say to an abusive physician. She quickly remembers "how things work around here" and decides not to say anything.
©2005 Kerry Patterson, Joseph Grenny, Ron McMillan, and Al Switzler (P)2005 AMI
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Customer Reviews

Most Helpful
5 out of 5 stars
By dancinshoes on 08-20-06

One of the best books I have read or listened to!

This is an excellent book for enhancing relationships at work and at home. It’s too bad it’s not taught in high school! The listening experience is tremendously enhanced if you also read the book as there are a few key concepts that have been edited in this audio version. This book is absolutely one of the best I have read or listened to! I highly recommend it.

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25 of 25 people found this review helpful

4 out of 5 stars
By Judith on 09-15-07


I wanted to read this book, but felt a little self-conscious doing so. Listening to the book was great. I would pause from time to time to reflect on the examples and strategies. I have begun to use several of the strategies - successfully! I will listen to several sections of this book again and again, as I continue to implement some of the techniques. Much more useful for actually making changes in how to approach others than it's predecessor, Crucial Conversations - a book that highlighted the need to consider a different approach to important discussions. Crucial Confrontations is contains very practical strategies to improving professional and personal communications. Bravo!

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9 of 9 people found this review helpful

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Customer Reviews

Most Helpful
2 out of 5 stars
By Shabra Dowson on 04-07-13

Promises more than it delivers

The introduction to the book sounds great. Yes the authors have completed the research, collated their findings but then they don't seem to deliver so clearly. I'm left with some wonderful examples of times when people didn't do the crucial confrontations they should have done but no real inspiration as to how I can improve my confrontational skills. Maybe I just didn't listen hard enough.

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3 of 3 people found this review helpful

2 out of 5 stars
By Mrs on 03-31-15

good ideas and concepts but very overpadded

What could have made this a 4 or 5-star listening experience for you?

cutting out the over selling and waffle
A reader with an interesting voice

How would you have changed the story to make it more enjoyable?

Not oversold at the intro as it left me feeling sceptical of what are some solid ideas
something abridged would be much more appropriate

How could the performance have been better?

Somebody with a greater range and enthusiasm in thier voice.
Discriptions of box models could hae been done much better; it just left me confused

What character would you cut from Crucial Confrontations?

Not applicable

Any additional comments?

This is not really a book for audio

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1 of 1 people found this review helpful

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