Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behav av Kerry Patterson, Joseph Grenny, Ron McMillan,

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<h4>Hold anyone accountable. Master performance discussions. Get RESULTS.</h4><p>Behind the problems that routinely plague our organizations and families, you''ll find individuals who are either unwilling or unable to deal with broken promises. Colleagues break a rule, coworkers miss a deadline, friends fail to live up to commitments (or just plain behave badly), and nobody says a word. Nobody holdsanyone accountable. With repeated infractions, individuals become increasingly upset until they finally do speak theirminds, but they do so poorly--often creating whole new sets of problems.</p><p>Research proves that mishandled disappointments aren''t just morale killers, they''re institution killers--diminishing organizational performance by 20 to 50 percent and accounting for up to 90 percent of all divorces.</p><p>Drawing from 10,000 hours of observations, <i>Crucial Accountability</i> teaches you how to deal with common infractions such as:<p><i>An employee speaks to you in an insulting