Crucial Confrontations: Tools for Talking About Broken Promises, Violated Expectations, and Bad Behavior by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler
The authors of the New York Times bestseller Crucial Conversations show you how to achieve personal, team, and organizational success by healing broken promises, resolving violated expectations, and influencing good behavior.
Behind the problems that routinely plague organizations and families, you'll find individuals who are either unwilling or unable to deal with failed promises. Others have broken rules, missed deadlines, failed to live up to commitments, or just plain behaved badly—and nobody steps up to the issue. Or they do, but do a lousy job and create a whole new set of problems. Accountability suffers and new problems spring up. New research demonstrates that these disappointments aren't just irritating, they're costly—sapping organizational performance by twenty to fifty percent and accounting for up to ninety percent of divorces.
Crucial Confrontations teaches skills drawn from 10,000 hours of real-life observations to increase confidence in facing issues like:
- An employee speaks to you in an insulting tone that crosses the line between sarcasm and insubordination. Now what?
- Your boss just committed you to a deadline you know you can't meet—and not-so-subtly hinted he doesn't want to hear complaints about it.
- Your son walks through the door sporting colorful new body art that raises your blood pressure by forty points. Speak now, pay later.
- An accountant wonders how to step up to a client who is violating the law. Can you spell unemployment?
- Family members fret over how to tell granddad that he should no longer drive his car. This is going to get ugly.
- A nurse worries about what to say to an abusive physician. She quickly remembers "how things work around here" and decides not to say anything.
Everyone knows how to run for cover, or if adequately provoked, step up to these confrontations in a way that causes a real ruckus. That we have down pat. Crucial Confrontations teaches you how to deal with violated expectations in a way that solves the problem at hand, and doesn't harm the relationship—and in fact, even strengthens it.
Crucial Confrontations borrows from twenty years of research involving two groups. More than 25,000 people helped the authors identify those who were most influential during crucial confrontations. They spent 10,000 hours watching these people, documented what they saw, and then trained and tested with more than 300,000 people. Second, they measured the impact of crucial confrontations improvements on organizational and team performance—the results were immediate and sustainable: twenty to fifty percent improvements in measurable performance.
Publication Details
Title:
Author(s):
Illustrator:
Binding: Paperback
Published by: McGraw-Hill: , 2004
Edition:
ISBN: |
280 pages.
Book Condition: Good
cover worn, name ffep,
products.product.pickup_availability.unavailable
Product information
New Zealand Delivery
Shipping Options
Shipping options are shown at checkout and will vary depending on the delivery address and weight of the books.
We endeavour to ship the following day after your order is made and to have pick up orders available the same day. We ship Monday-Friday. Any orders made on a Friday afternoon will be sent the following Monday. We are unable to deliver on Saturday and Sunday.
Pick Up is Available in NZ:
Warehouse Pick Up Hours
- Monday - Friday: 9am-5pm
- 35 Nathan Terrace, Shannon NZ
Please make sure we have confirmed your order is ready for pickup and bring your confirmation email with you.
Rates
-
New Zealand Standard Shipping - $6.00
- New Zealand Standard Rural Shipping - $10.00
- Free Nationwide Standard Shipping on all Orders $75+
Please allow up to 5 working days for your order to arrive within New Zealand before contacting us about a late delivery. We use NZ Post and the tracking details will be emailed to you as soon as they become available. There may be some courier delays that are out of our control.
International Delivery
We currently ship to Australia and a range of international locations including: Belgium, Canada, China, Switzerland, Czechia, Germany, Denmark, Spain, Finland, France, United Kingdom, United States, Hong Kong SAR, Thailand, Philippines, Ireland, Israel, Italy, Japan, South Korea, Malaysia, Netherlands, Norway, Poland, Portugal, Sweden & Singapore. If your country is not listed, we may not be able to ship to you, or may only offer a quoting shipping option, please contact us if you are unsure.
International orders normally arrive within 2-4 weeks of shipping. Please note that these orders need to pass through the customs office in your country before it will be released for final delivery, which can occasionally cause additional delays. Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. We, unfortunately, can’t control how quickly an order arrives once it has left our warehouse. Contacting the carrier is the best way to get more insight into your package’s location and estimated delivery date.
- Global Standard 1 Book Rate: $37 + $10 for every extra book up to 20kg
- Australia Standard 1 Book Rate: $14 + $4 for every extra book
Any parcels with a combined weight of over 20kg will not process automatically on the website and you will need to contact us for a quote.
Payment Options
On checkout you can either opt to pay by credit card (Visa, Mastercard or American Express), Google Pay, Apple Pay, Shop Pay & Union Pay. Paypal, Afterpay and Bank Deposit.
Transactions are processed immediately and in most cases your order will be shipped the next working day. We do not deliver weekends sorry.
If you do need to contact us about an order please do so here.
You can also check your order by logging in.
Contact Details
- Trade Name: Book Express Ltd
- Phone Number: (+64) 22 852 6879
- Email: sales@bookexpress.co.nz
- Address: 35 Nathan Terrace, Shannon, 4821, New Zealand.
- GST Number: 103320957 - We are registered for GST in New Zealand
- NZBN: 9429031911290
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unread.
To start a return, you can contact us at sales@bookexpress.co.nz. Please note that returns will need to be sent to the following address: 35 Nathan Terrace, Shannon, New Zealand 4821.
If your return is for a quality or incorrect item, the cost of return will be on us, and will refund your cost. If it is for a change of mind, the return will be at your cost.
You can always contact us for any return question at sales@bookexpress.co.nz.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). Although we don't currently sell anything like this. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@bookexpress.co.nz.