Description
Book SynopsisHold anyone accountable. Master performance discussions. Get RESULTS.
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.
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.
Drawing from 10,000 hours of observations, Crucial Accountability teaches you how to deal with common infractions such as:
An employee speaks to you in an insulting to
Table of Contents
Foreword
Preface
Acknowledgments
Introduction: What Is Crucial Accountability? And Who Cares?
Part One: Work on Me First
What to Do Before an Accountability Confrontation
Chapter 1: Choose What and If
How to Know What Conversation to Hold and If You Should Hold It
Chapter 2: Master My Stories
How to Get Your Head Right Before Opening Your Mouth
Part Two: Create Safety
What to Do During an Accountability Conversation
Chapter 3: Describe the Gap
How to Start an Accountability Conversation
Chapter 4: Make It Motivating
How to Help Others Want to Take Action
Chapter 5: Make It Easy
How to Make Keeping Commitments (Almost) Painless
Chapter 6: Stay Focused and Flexible
What to Do When Others Get Sidetracked,Scream, or Sulk
Part Three: Move to Action
What to Do After an Accountability Conversation
Chapter 7: Agree on a Plan and Follow Up
How to Gain Commitment and Move to Action
Chapter 8: Put It All Together
How to Solve Big, Sticky, Complicated Problems
Chapter 9: The 12 “Yeah-Buts”
How to Deal with the Truly Tough
Appendix A:
Where Do You Stand?
A Self-Assessment for Measuring Your Accountability Conversation 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
