McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

• Foreword Preface Acknowledgments Introduction: What Is Crucial Accountability? And Who Cares? Part One: Work on Me FirstWhat to Do Before an Accountability Confrontation Chapter 1: Choose What and If How to Know What Conversation to Hold and If You Should Hold ItChapter 2: Master My StoriesHow to Get Your Head Right Before Opening Your Mouth Part Two: Create SafetyWhat to Do During an Accountability Conversation Chapter 3: Describe the GapHow to Start an Accountability Conversation Chapter 4: Make It MotivatingHow to Help Others Want to Take Action Chapter 5: Make It EasyHow to Make Keeping Commitments (Almost) Painless Chapter 6: Stay Focused and FlexibleWhat to Do When Others Get Sidetracked,Scream, or Sulk Part Three: Move to ActionWhat to Do After an Accountability Conversation Chapter 7: Agree on a Plan and Follow UpHow to Gain Commitment and Move to Action Chapter 8: Put It All TogetherHow to Solve Big, Sticky, Complicated Problems Chapter 9: The 12 “Yeah-Buts”How to Deal with the Truly Tough Appendix A: Where Do You Stand?A Self-Assessment for Measuring Your Accountability Conversation Skills Appendix B: Six-Source Diagnostic QuestionsThe Six-Source Model Appendix C: When Things Go Right Appendix D: Discussion Questions for Reading Groups Notes Index

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

• Foreword Preface Acknowledgments Introduction: What Is Crucial Accountability? And Who Cares? Part One: Work on Me FirstWhat to Do Before an Accountability Confrontation Chapter 1: Choose What and If How to Know What Conversation to Hold and If You Should Hold ItChapter 2: Master My StoriesHow to Get Your Head Right Before Opening Your Mouth Part Two: Create SafetyWhat to Do During an Accountability Conversation Chapter 3: Describe the GapHow to Start an Accountability Conversation Chapter 4: Make It MotivatingHow to Help Others Want to Take Action Chapter 5: Make It EasyHow to Make Keeping Commitments (Almost) Painless Chapter 6: Stay Focused and FlexibleWhat to Do When Others Get Sidetracked,Scream, or Sulk Part Three: Move to ActionWhat to Do After an Accountability Conversation Chapter 7: Agree on a Plan and Follow UpHow to Gain Commitment and Move to Action Chapter 8: Put It All TogetherHow to Solve Big, Sticky, Complicated Problems Chapter 9: The 12 “Yeah-Buts”How to Deal with the Truly Tough Appendix A: Where Do You Stand?A Self-Assessment for Measuring Your Accountability Conversation Skills Appendix B: Six-Source Diagnostic QuestionsThe Six-Source Model Appendix C: When Things Go Right Appendix D: Discussion Questions for Reading Groups Notes Index

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

• Foreword Preface Acknowledgments Introduction: What Is Crucial Accountability? And Who Cares? Part One: Work on Me FirstWhat to Do Before an Accountability Confrontation Chapter 1: Choose What and If How to Know What Conversation to Hold and If You Should Hold ItChapter 2: Master My StoriesHow to Get Your Head Right Before Opening Your Mouth Part Two: Create SafetyWhat to Do During an Accountability Conversation Chapter 3: Describe the GapHow to Start an Accountability Conversation Chapter 4: Make It MotivatingHow to Help Others Want to Take Action Chapter 5: Make It EasyHow to Make Keeping Commitments (Almost) Painless Chapter 6: Stay Focused and FlexibleWhat to Do When Others Get Sidetracked,Scream, or Sulk Part Three: Move to ActionWhat to Do After an Accountability Conversation Chapter 7: Agree on a Plan and Follow UpHow to Gain Commitment and Move to Action Chapter 8: Put It All TogetherHow to Solve Big, Sticky, Complicated Problems Chapter 9: The 12 “Yeah-Buts”How to Deal with the Truly Tough Appendix A: Where Do You Stand?A Self-Assessment for Measuring Your Accountability Conversation Skills Appendix B: Six-Source Diagnostic QuestionsThe Six-Source Model Appendix C: When Things Go Right Appendix D: Discussion Questions for Reading Groups Notes Index