Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior


book
by Kerry Patterson, Joseph Grenny, and others. McGraw Hill, 2013.

A co-worker misses the newsletter deadline - every month. A key volunteer regularly over-promises and under-delivers. Board members behave badly in meetings. And nobody says a word. When the pattern repeats, individuals become increasingly upset until they finally speak their minds - in ways that create more problems. These mishandled disappointments sap individual morale and organizational performance. In this updated edition of the originally-titled Crucial Confrontations, the renowned authors offer tools for holding others accountable, mastering performance discussions, and getting results. By using the three-part, research-based model outlined in this book, anyone can learn to deal with violated expectations in a way that solves the problem at hand without harming the relationship - and often actually strengthening the relationship. The authors outline what to do before (“work on me first”), during (“create safety”), and after (“move to action”) an accountability conversation. Among the four useful appendices are a self-assessment for measuring confrontation skills and discussion questions for reading groups. While written for a wide audience, any congregation experiencing conflict and/or lack of accountability will find this resource valuable. Supplemental resources and case studies may be found at the {{Vital Smarts' website | http://www.vitalsmarts.com}}.

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