TY  - BOOK
AU  - Patterson,Kerry
TI  - Crucial confrontations: tools for resolving broken promises, violated expectations, and bad behavior 
SN  - 0071446524
AV  - HM1121 .C78 2005
PY  - 2005///
CY  - New York
PB  - McGraw-Hill
KW  - Interpersonal confrontation
KW  - Interpersonal communication
KW  - Interpersonal relations
KW  - Communication in management
KW  - Communication in organizations
KW  - Communication
KW  - Popular Works
KW  - Interpersonal Relations
KW  - Interprofessional Relations
KW  - Social Behavior
N1  - Includes bibliographical references (p. 271-272) and index
N2  - The authors show how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing bad behavior. 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 and accounting for most divorces. This book 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.--From publisher description
ER  -