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Paperback. Pub Date :2013-01-01 Pages: 336 Language: English Publisher: McGraw-Hill Education In this UPDATED SECOND EDITION (first edition titled Crucial Confrontations). youll learn how to hold anyone accountable. master performance discussions. and get results . Behind the problems that routinely plague our organizations and families. youll 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 holds anyone accountable With repeated infractions. individuals become increasingly upset until they finally do speak their minds. but they do so poorly -.. often creating whole new sets of problems.Research proves that mishandled disappointments arent just morale killers. theyre institution killers - dimi...