Crucial Accountability, Second Edition

Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior

By: Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, David Maxfield

Narrated by: Kerry Patterson

Hold anyone accountable. Master performance discussions. Get results.

Behind the problems that routinely plague our organizations and families, you'll find individuals who are either unwilling or unable to deal with broken promises. Colleagues break a rule, coworkers miss a deadline, friends fail to live up to commitments (or just plain behave badly), and nobody says a word. Nobody holds anyone accountable. With repeated infractions, individuals become increasingly upset until they finally do speak their minds, but they do so poorly - often creating whole new sets of problems.

Research proves that mishandled disappointments aren't just morale killers, they're institution killers - diminishing organizational performance by 20 to 50 percent and accounting for up to 90 percent of all divorces.

Drawing from 10,000 hours of observations, Crucial Accountability teaches you how to deal with common infractions such as:

• An employee speaks to you in an insulting tone that crosses the line between sarcasm and insubordination. Now what?
• Your boss just demanded that you meet a deadline you know you can't meet - and he clearly doesn't want to hear complaints about it.
• Your son walks through the door sporting colorful new body art that raises your blood pressure by 40 points. Speak now, or pay later.
• Family members fret over how to tell Granddad that he should no longer drive his car. This is going to get ugly.
• A nurse worries about what to say to an abusive physician. She quickly remembers "how things work around here" and decides not to say anything.

Everyone knows how to run for cover, or, if sufficiently provoked, step up to problems in a way that causes a real ruckus. Crucial Accountability teaches you how to deal with violated expectations in a way that solves the problem at hand without harming the relationship - and, in fact, even strengthens it.

Broken promises, missed deadlines, poor behavior - they don't just make others' lives miserable; they can sap up to 50 percent of organizational performance and account for the vast majority of divorces. Crucial Accountability offers the tools for improving relationships in the workplace and in life and for resolving all these problems - permanently.

Praise for Crucial Accountability:

"Revolutionary ideas...opportunities for breakthrough" (Stephen R. Covey, author of The 7 Habits of Highly Effective People)

"Unleash the true potential of a relationship or organization and move it to the next level." (Ken Blanchard, coauthor of The One Minute Manager)

"The most recommended and most effective resource in my library." (Stacey Allerton Firth, vice president, Human Resources, Ford of Canada)

"Brilliant strategies for those difficult discussions at home and in the workplace." (Soledad O'Brien, CNN news anchor and producer)

"This book is the real deal.... Read it, underline it, learn from it. It's a gem." (Mike Murray, VP Human Resources and Administration, retired, Microsoft)

©2014 VitalSmarts, LLC (P)2014 McGraw Hill-Ascent Audio

Learn CPR!

This could be a game changer on how to deal with conflict and accountability conversations.

Terrific book!

The authors offer us a true gift in this well-developed book. They cull great research of others, together with their own. The result is very practical skills that we all need to improve our results and relationships. The skill set they offer really can change your life for good.

🤌🏻🤌🏻 executed well

This book was an insightful and transformative read. It resonated deeply with my desire to approach accountability in a way that strengthens connections rather than strains them. From the first chapter, it felt less like a “how-to” guide and more like a thoughtful exploration of the dynamics between trust, respect, and meaningful conversations.

One part that stood out to me was the focus on creating a safe space for dialogue. The reminder that accountability doesn’t have to feel like confrontation, but can instead foster understanding and growth, felt so aligned with how I strive to handle difficult situations. The tools for navigating conversations while balancing compassion and clarity were practical and deeply human.

Another moment that struck me was the emphasis on addressing the gap between intentions and results. It’s something I’ve often wrestled with, wanting to see the best in others, yet needing to ensure accountability. The book’s approach of focusing on facts rather than emotions felt freeing and empowering, allowing me to express myself without fear of creating tension.

I noticed moments of repetition throughout the book, but I came to see it as purposeful, a way to solidify the core ideas and help them truly sink in. Looking back, this approach made the lessons feel more intuitive, especially in moments when I needed to apply them in real life.

What I appreciated most is how it reinforced the idea that accountability isn’t just about correcting behavior, but about strengthening bonds through honesty and respect. It gave me the confidence to step into difficult conversations knowing they could lead to deeper understanding and trust.

If you value connection and integrity, this book is a powerful resource. It’s more than just a guide, it’s a meaningful approach to accountability that fosters growth and trust in every relationship.

A required read for all managers

It was a wonderfully insightful book - a must re-read over and over!
The website suggestions for exercises was helpful also

Good information

This has good information for having those tough conversations, every if you're normally very blunt.

Call Xu accountability review

This book offered some excellent insights and identifying and better understanding problems within the workplace.

Must read!

Must read for anyone looking to break down accountability in to readily understandable and actionable bites.

Still listening

The full book downloads on Audible. Don't be hesitant to use your credit. Just started the book so can't speak on it yet.

He quotes Woody Allen

I personally discount most of what this book says because he quotes Woody Allen when he is trying to teach about accountability

Really hard to follow along with speaker

This book seems to have some really good information but it is soooooo hard to focus on and follow along. I get irritated by the speakers voice & it just to fast.