Preface:
A Note to Our Readers

This book is a companion to Crucial Conversations: Tools for Talking When Stakes Are High. Those who have read this offering or heard about it or bought the action figures are sure to wonder, “What’s the difference between crucial conversations and crucial accountability?” We’re glad you asked.

Crucial conversations deal with high-stakes interactions where emotions run strong and opinions vary. Crucial accountability deals with a subset of these interactions. After parties have come to a common understanding and assignments have been made—meaning things are on course—someone fails to complete his or her assignment.

All accountability conversations start with the question “Why didn’t you keep your commitment?” And they end, not merely when a solution is reached, but when it’s done in such a manner that both parties are able to comply and the relationship is strengthened. In short, accountability conversations are the prickly, complicated, and often frightening performance discussions that keep us up nights.

Now, here’s how the two books relate. This book draws on the principles found in Crucial Conversations—with an occasional and brief review of those pivotal concepts. With that said, almost all of the material you’ll find here deals with the challenges associated with violated commitments and, as such, is new and stand-alone. Pick up this book, read it, put the ideas into action, and you’ll never walk away from another broken promise again.

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