<p>In this updated second edition (first edition titled <i>Crucial Confrontations</i>), you'll learn how to hold anyone accountable, master performance discussions, and get results.</p><p>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 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.</p><p>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.</p><p>Everyone knows how to run for cover, or, if sufficiently provoked, step up to problems in a way that causes a real ruckus. <i>Crucial Accountability</i> teaches you how to deal with violated expectations in a way that solves the problem at hand without harming the relationship—and, in fact, even strengthens it.</p><p>Broken promises, missed deadlines, poor behavior—they don't just make others' lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. <i>Crucial Accountability</i> offers the tools for improving relationships in the workplace and in life and for resolving all these problems—permanently.</p>