关键对立/CRUCIAL CONFRONTATIONS
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作者： Kerry Patterson等著
出 版 社： Oversea Publishing House
出版时间： 2004-8-1字数：版次： 1页数： 284印刷时间： 2004/08/01开本：印次： 1纸张： 胶版纸I S B N ： 9780071446525包装： 平装编辑推荐
作者简介：Kerry Patterson
Kerry Patterson has consulted with hundreds of Fortune 500 companies using his award-winning training program to teach development and maintenance of healthy organizations.
内容简介
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 twenty to fifty percent and accounting for up to ninety 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 forty 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.
Everyone knows how to run for cover, or if adequately provoked, step up to these confrontations in a way that causes a real ruckus. That we have down pat. Crucial Confrontations 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.
目录
Foreword xiii
Preface xvii
Acknowledgments xviii
Introduction: What's a Crucial Confrontation?
And Who Cares?
Part One: Work on Me First
What to Do before aCrucial Confrontation
Ch. 1: Choose What and If
How to Know What Crucial Confrontation to Hold and If You Should Hold It
Ch. 2: Master My Stories
How to Get Your Head Right before Opening Your Mouth
Part Two: Confront with Safety
What to Do during a Crucial Confrontation
Ch. 3: Describe the Gap
How to Start a Crucial Confrontation 83
Ch. 4: Make It Motivating
How to Help Others Want to Take Action 113
Ch. 5: Make It Easy
tow to Make Keeping Commitments (Almost) Painless
Ch. 6: Stay Focused and Flexible
What to Do When Others GetSidetracked, Scream, or Sulk
Part Three: Move to Action
What to Do after a Crucial Confrontation
Ch. 7: Agree on a Plan and Follow Up
How to Gain Commitment and Move to Action
Ch. 8: Put It All Together
How to Solve Big, Sticky, Complicated Problems
Ch. 9: The Twelve "Yeah-Buts"
How to Deal with the Truly Tough
Appendix A: Where Do You Stand? A Self-Assessment for MeasuringYour Crucial Confrontation 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
