Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior
by Kerry Patterson · 2013
In a nutshell
By Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, and David Maxfield (2013, McGraw-Hill), the follow-up to Crucial Conversations focuses specifically on holding people accountable when they break promises or underperform. It gives a step-by-step model for these conversations that keeps relationships intact.
Overview
The VitalSmarts/Crucial Learning team — Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, and David Maxfield — published Crucial Accountability in 2013 (McGraw-Hill) as a sequel to Crucial Conversations, focused on accountability specifically.
Key Ideas
- Decide clearly what the problem really is before confronting someone.
- Manage your own emotional 'stories' before opening the conversation.
- Describe the gap between expectations and reality factually, without accusation.
- Make resolution motivating and easy rather than just demanding compliance.
- Follow up with a concrete plan to ensure the issue doesn't recur.
Best For
Managers and founders who avoid confronting missed deadlines or broken commitments.
Reference
Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior — publisher / official page. Summary adapted from the Awesome Startup Books collection.
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