Crucial Confrontations

Chapter List

Chapter 8: Put It All TogetherHow to Solve Big, Sticky, Complicated Problems

Chapter 9: The Twelve Yeah-ButsHow to Deal with the Truly Tough

Youve talked about issues that are blocking performancewhether the barriers are due to motivation, ability, or both and come up with a few ideas that will lead to a solution. Now its time to take these ideas and move to action.

Heres what the best problem solvers do after the crucial confrontation to ensure that the problem doesnt keep showing up like a bad penny:

• The best problem solvers create a complete plan. They build the foundation of accountability by being specific about what comes next . This includes who does what by when and follow-up (Chapter 7, Agree on a Plan and Follow Up).

• They piece together all the theories and skills into a complete problem-solving discussion. They carry a model in their heads and apply it to difficult interpersonal challenges (Chapter 8, Put It All Together).

• In summary, well take a look at how the principles and skills weve learned apply to some very common and complicated issues (Chapter 9, The Seven ˜Yeah-Buts).