TY  - BOOK
AU  - Patterson,Kerry
TI  - Crucial accountability: tools for resolving violated expectations, broken commitments, and bad behavior 
SN  - 9780071830607 (alk. paper)
AV  - HM1121 .C78 2013
U1  - 302 23
PY  - 2013///]
CY  - New York
PB  - McGraw-Hill
KW  - Interpersonal confrontation
KW  - Interpersonal communication
KW  - Interpersonal relations
KW  - Communication in management
KW  - Communication in organizations
N1  - Includes bibliographical references and index; Choose what and if : how to know what conversation to hold and if you should hold it -- Master my stories how to get your head right before opening your mouth -- Describe the gap : how to start an accountability conversation -- Make it easy : how to make keeping commitments (almost) painless -- Make it motivating : how to help others want to take action -- Stay focused and flexible : what to do when others get sidetracked, scream, or sulk -- Move to action : what to do after an accountability conversation -- Agree on a plan and follow up : how to gain commitment and move to action -- Put it all together : how to solve big, sticky, complicated problems -- The twelve "yeah-buts" : how to deal with the truly tough
ER  -