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"The revolutionary ideas in this book demonstrate how these moments of potential breakdown are, in fact, opportunities for breakthrough. The wisdom this book offers will not only save countless imperiled relationships, it will strengthen the world by profoundly strengthening its fundamental building blocks—our families, neighborhoods, communities, and workplaces."

——Stephen R. Covey, author of The 7 Habits of Highly Effective People

"The tools and concepts of Crucial Conversations have proven to be extraordinarily effective in preparing our leaders to manage change and improve results. We expect this new book to take us to the next level in driving accountability."

——Mike Redenbaugh, CEO, Bell Helicopter

"The greatest test of a relationship is what happens when someone lets you down. Yet these are the moments of greatest opportunity. By learning to manage crucial confrontations, you can unleash the true potential of a relationship or organization and move it to the next level. Never again will you have to choose between candor and kindness. This book teaches you that you can win by using both."

——Ken Blanchard, coauthor of The One Minute Manager® and The Secret: What Great Leaders Know—and Do

"I've got no patience for foo-foo. This book is the real deal—it has immediate practicality. This is not fluff. The authors spent over 10,000 hours observing individuals who had been identified as the best at engaging in difficult but necessary confrontations where everyone wins and relationships are ultimately strengthened. Read it, underline it, learn from it. It's a gem."

——Mike Murray, VP Human Resources and Administration, Microsoft (retired)

"Hot-headed players. Bad refs. Energetic coaches. Anxious team owners. Watch out! This book redefines how we all relate to each other. Read it now or get lost in the dust."

——Danny Ainge, Executive Director, Basketball Operations Boston Celtics

"Brutal honesty is easy. Suffering in silence takes no skill. Achieving absolute honesty while maintaining complete respect requires skill. And useful skills is what this book offers. It redefines how we relate to each other at work and at home. When Crucial Confrontations becomes required reading for everyone, the result will be overwhelming increases in productivity and prosperity."

——Harry Paul, coauthor, FISH! A Remarkable Way to Boost Morale and Improve Results

"I've seen first hand how these ideas can change a company for the better. But Crucial Confrontations is not for the faint-hearted leader. It starts with the CEO, demands greater openness of all leaders, and removes people's chronic excuses for failed results in the past. It also creates a new climate of willingness on everyone's part to confront tough issues with colleagues. It works. It profoundly affects performance. I highly recommend it."

——Russell K. Tolman, President & CEO Cook Children's Health Care System, Fort Worth, Texas

"This book bristles with ideas and insights. The authors build a compelling set of skills based on solid research and a deep understanding of psychological functioning. Think of the most talented leaders, parents, or spouses you know—these are the skills they use. It is a 'must read' book for anyone who has to make decisions about people and to be socially effective."

——Dr. Philip Zimbardo, author, host of the PBS series Discovering Psychology, past president of the American Psychological Association, Professor of Psychology, Stanford University.

"The compelling organizational, often life-saving, skills presented in this book are the most important contribution to improving human interactions in health care I have seen in my career. I am confident that if all healthcare providers adopt these strategies there will be a dramatic improvement in patient safety and satisfaction—the "bottom-line" in healthcare that really counts."

——Wanda Johanson, President, American Association of Critical-Care Nurses

"To sustain a learning culture, the tools of Crucial Conversations and now Crucial Confrontations are a must-have! Read on and find out how Crucial Confrontations can add to your team's effectiveness!"

——Charlotte Roberts, coauthor of The Fifth Discipline Field Book

"Clear and consistent communication can work magic in an organization . . . but only if leaders have the courage and skills to set clear expectations and hold all individuals accountable. Crucial Confrontations gives leaders simple, effective tools to address tough problems and move to resolution."

——Quint Studer, CEO, Studer Group and author of Hardwiring Excellence

"There is no way to overestimate the power of language and conversation to transform our lives. Crucial Confrontations offers a proven and powerful way to have more authentic relationships in a way that brings more care and compassion into the world."

——Peter Block, author of Flawless Consulting, Stewardship, and The Answer to How is Yes.

"Crucial Confrontations lays out not only the need for accountability, but also practical steps on how to make it happen. People who say they believe in accountability and execution, but struggle with how to do it, should have this book on their desk. It goes beyond conceptual 'solutions,' and provides simple techniques and approaches that anyone can use."

——Paul McKinnon, Senior VP of Human Resources, Dell, Inc.

"They've done it again! With Crucial Confrontations, the authors have once again delivered practical and proven tools to immediately improve individual performance and organization success. This will be the most recommended and most effective resource in my library."

——Stacey Allerton Firth, Vice President, Human Resources, Ford of Canada

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