Behind the problems that routinely plague organizations and families, you'll find individuals who are either unwilling or unable to deal with failed promises. People break rules, miss deadlines, fail to live up to commitments, or just plain behave badly-and nobody steps up to address the issue. New research demonstrates that these disappointments aren't just irritating; they're costly-sapping organizational performance by 20-50 percent and accounting for up to 90 percent of divorces. Crucial Confrontations teaches skills drawn from 10,000 hours of real-life observations to increase confidence in facing tough issues.

Learning Objectives - Confront the problems that should be confronted See the other person as a person rather than as a villain Get your head right before you use your mouth