tools for resolving violated expectations, broken commitments, and bad behavior Patterson, Kerry text New Delhi McGraw Hill Education 2013 2nd ed monographic xix,275p. 23cm(pbk) Choose what and if : how to know what conversation to hold and if you should hold it -- Master my stories how to get your head right before opening your mouth -- Describe the gap : how to start an accountability conversation -- Make it easy : how to make keeping commitments (almost) painless -- Make it motivating : how to help others want to take action -- Stay focused and flexible : what to do when others get sidetracked, scream, or sulk -- Move to action : what to do after an accountability conversation -- Agree on a plan and follow up : how to gain commitment and move to action -- Put it all together : how to solve big, sticky, complicated problems -- The twelve "yeah-buts" : how to deal with the truly tough. by Kerry Patterson...[et al] Includes bibliographical references and index. Interpersonal confrontation Interpersonal communication Interpersonal relations Communication in management Communication in organizations 302 9789351340010 9351340015 ENG-108810 DBAD/PUB 20131217115731.0