" BUT WILL IT WORK FOR ME? After decades of tireless research, we have now identified about two-dozen accountability skills that, when used at the right time and delivered in the right fashion, separated positive deviants from everyone else. The questions remaining were (1) when taught, would people actually use the skills, and (2) if they did, would doing so yield better results? "

― , Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior