Crucial Accountability : Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior, Hardcover by Patterson, Kerry; Grenny, Joseph; Maxfield, David; McMillan, Ron; Switzler, Al, ISBN 007183060X, ISBN-13 9780071830607, Like New Used, Free P&P in the UK Furnishes a selection of tools to help resolve controversial issues in the office and at home, including how to determine whether an issue is worth confronting, how to avoid jumping to nasty conclusions, how to decide which problems to handle and in whatorder, and how to motivate people without threats.