Furnishes a selection of tools to help resolve controversial issues in the office and at home, including how to determine whether an issue is worth confronting, how to avoid jumping to nasty conclusions, how to decide which problems to handle and in whatorder, and how to motivate people without threats.

"First edition published as Crucial confrontations."

Part one. 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 -- Part two. Describe the gap : how to start an accountability conversation -- Make it motivating : how to help others want to take action -- Make it easy : how to make keeping commitments (almost) painless -- 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 -- 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 12 "yeah-buts" : how to deal with the truly tough -- Appendix A. Where do you stand? : a self-assessment for measuring your skills for holding an accountability discussion skills -- Appendix B. Six-source diagnostic questions : the Six-Source Model -- Appendix C. When things go right -- Appendix D. Discussion questions for reading groups.