Hi, welcome to Bookey. Today we’ll unlock the book Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior.
In our daily life, we encounter undisciplined employees, bosses that break their commitments, kids that lie about coming home late, or strangers that cut in line. When you want to confront them face to face and ask them to shoulder their responsibility, that's when a crucial confrontation takes place.
In case of a crucial confrontation, most people resort to one of two options. One option is silence. The ones who choose silence see an immediate result as acceptable and believe that the conflict would escalate if they confront it. However, the damage of silence lies in that the other person can take your silence as passive permission of the action, and that can undermine the principle of fairness in social norms. As the extreme opposite of silence, the other option is violence. Violence is often the final product of repeated silence because those involved just can't bear it anymore. Handling a situation with violence always shifts the focus from problem-solving to accusing the other of having an ill temperament. Also, either side could become even more unhappy with the other, which could create an infinite vicious circle. Undoubtedly, these two options not only fail to solve the conflicts but also risk making the situation worse. So how can we deal with crucial confrontations effectively and strengthen relationships while we making others take responsibility? Crucial Confrontations will give us the answer.
The book is co-authored by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, and David Maxfield. Kerry Patterson did his doctoral work in organizational behavior at Stanford University. He received the 2004 William G. Dyer Distinguished Alumni Award from Brigham Young University's Marriott School of Management. David Maxfield has his doctoral degree in Psychology from Stanford University. He is also an outstanding researcher and speaker. Joseph Grenny, Ron McMillan, and Al Switzler are all senior corporate consultants, the latter two of whom have provided services to dozens of Fortune 500 companies. The solutions provided by this book have been used by over 300 members of Fortune 500 companies. Before its publication, the authors did thirty years of research in various industries and concluded a methodology for dealing with crucial confrontations and achieving interpersonal harmony.
Next, we’ll unlock the book in the following three sections.
Part 1: What to do before a crucial confrontation
Part 2: What to do during a crucial confrontation
Part 3: What to do after a crucial confrontation