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Crucial confrontations : tools for resolving broken promises, violated expectations, and bad behavior / Kerry Patterson ... [et al.]. - New York : McGraw-Hill, c2005. - xviii, 284 pages : illustrations ; 23 cm.

Includes bibliographical references (p. 271-272) and index.

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 bad behaviour. Discover skills to resolve touchy, controversial, and complex issues at work and at home now available in this follow-up to the internationally popular Crucial Conversations. Includes scripts modelling the best way to deal with confrontations.

ISBN: 0071446524 (pbk. : acidfree paper)

LCCN: 2005276538

Nat. Bib. No.: GBA456055 bnb

Nat. Bib. Agency Control No.: 012962694 Uk 012962693 Uk

Subjects--Topical Terms:
Interpersonal confrontation.
Interpersonal communication.
Interpersonal relations.
Communication in management.
Communication in organizations.

LC Class. No.: HM1121 / .C78 2005

Dewey Class. No.: 303.6/9