Crucial Confrontations provides tools and methodologies for dealing with difficult interpersonal situations effectively. The book, based on over 10,000 hours of real-life observations and research, teaches how to turn interpersonal crises into opportunities for win-win cooperation. It outlines steps to take before, during, and after crucial confrontations to solve problems and enhance relationships. The authors, all experienced in organizational behavior and corporate training, offer practical advice on handling failed promises, missed deadlines, and bad behavior in a way that promotes accountability and maintains relationships.
Crucial Conversations provides tools and strategies for handling difficult conversations where stakes are high, opinions vary, and emotions run strong. The book focuses on creating a safe environment for candid discussions, using techniques like STATE (Share, Tell, Ask, Talk, Encourage) and CRIB (Commit, Recognize, Invent, Brainstorm) to ensure productive and respectful communication. It underscores the importance of shared understanding, mutual purpose, and active listening in achieving successful outcomes in crucial conversations.
This book, written by former FBI hostage negotiator Chris Voss and co-author Tahl Raz, provides a masterclass in influencing others through negotiation. It distills the Voss method, revealing skills such as establishing rapport, creating trust with tactical empathy, and transforming conflict into collaboration. The book is filled with real-life examples from Voss's career, illustrating how these techniques can be applied in both professional and personal life to achieve goals and defuse potential crises.
Do you avoid giving negative feedback because you don't want to upset your employees? Do you ever worry they won't like you?
You’ll learn why it’s so hard to give negative feedback, what the consequences are for avoiding it, and a proven (Provan?) framework for delivering it in a way that gets results without sending the other person into a shame spiral or being wishy-washy.
Takeaways for You:
- Why the brain goes haywire in these situations
- Caring About Employees vs. Being Liked
- How to establish psychological safety
- The secret to framing your criticisms correctly
- Highlighting invisible consequences
OTHER LINKS MENTIONED IN THIS EPISODE:
Crucial Confrontations (now called Crucial Accountability) - - Patterson, Grenny, Maxfield, McMillan, and Switzler
Crucial Conversations - Patterson, Grenny, Maxfield, McMillan, and Switzler
Never Split the Difference (Also great on audiobook!) - Chris Voss
Feedback Framework - a quick reference sheet
🎬 This content was edited by Lifetime Value Media.
Learn more at: https://www.lifetimevaluemedia.com
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Psychology of Customer Success 
