Crucial Confrontations

Agree on a Plan

We ve come to the end of our model. We ve done all we can to confront with safety and now it s now time to Move to Action. First we agree on a plan and follow-up method. Then we actually follow up.

• If we don t end a crucial conversation well, we ll have wasted our time and, worse still, are very likely to disappoint people and create unnecessary anxiety. Assignments will drop through the cracks.

• To end well, become an expert at creating a specific plan than includes who will do what by when. Make sure each person is clearly identified with a responsibility. Make sure the what is clearly understood . Call for questions and use Contrasting where necessary.

• Ensure that your plan contains the right and agreed-upon method of following up. The less skilled the person, the spottier his or her history, and the higher the risk, the more frequently you ll follow up. Candidly talk about your follow-up methods .

• Finally, follow up. If things don t go well, step up to the new crucial confrontation.