Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior Summary

The SQUEEZE: In Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior, Patterson, Grenny, McMillan, and Switzler explore the importance of accountability, offering recommendations for dealing with disappointments and violated expectations. In the book, the authors suggest that holding face-to-face accountability discussions are crucial to improving communication within relationships. People break promises; employees miss deadlines; and companies sometimes disappoint customers. It is not always easy to hold a difficult conversation for fear of repercussion, but expecting accountability instead of leaving bad behavior unchecked is important to strengthening communication skills, improving performance, and preventing future disappointments. Crucial Confrontations is ideal for readers and organizations interested in developing strategic methods for improving both personal and organizational outcomes.

Notable Endorsement: “...unleash the true potential of a relationship or organization and move it to the next level...."-- Ken Blanchard, coauthor of The One Minute Manager® and The Secret: What Great Leaders Know--and Do

 Common Q’s Answered by this Book:

  • What are examples of crucial confrontations?
  • How do bad behaviors sap organizational performance?
  • How can crucial confrontations strengthen relationships and boost productivity and morale?
  • What is an example of a face-to-face accountability discussion?
  • Why is holding someone accountable important to improving communication?


About the Author: Kerry Patterson co-founded Interact Performance Systems, working ten years for the firm as the vice president of research and development. Patterson has taught in the Marriott School of Management at Brigham Young University. He is the co-author of multiple New York Times bestsellers, one of which includes Change Anything. Patterson completed doctoral work at Stanford University. Joseph Grenny is a keynote speaker. As a business strategy expert, Grenny designs and implements corporate change initiatives, advising leaders on multiple continents. Grenny served as president of the California Computer Corporation and also as an executive of Covey Leadership Center. Granny is the co-author of Influences with Patterson. For more than 25 years, Ron McMillan has advised business executives on topics such as team development, quality communication, and leadership. McMillan, like Patterson, served as the vice president of research and development at Covey Leadership Center. Working with both union representatives and first-level managers, McMillan has transformed the perspectives of companies concerning communication. McMillan completed two advanced degrees at Brigham Young University and currently serves as a board member for the American Family Institute. Al Switzler directs training and implements management initiatives for multiple national organizations. Switzler has served in multiple roles, from president to vice president of marketing and director of training and management. Switzler currently teaches at the University of Michigan’s Executive Development Center. Switzler has taught for the Marriott School of Management. For more information on Patterson, Grenny, McMillan, and Switzler, visit:


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Publisher: McGraw-Hill Professional (August 2004)

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