Cover Page by Al Switzler, Ron McMillan, Joseph Grenny, Kerry Patterson

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Appendix CWhen Things Go Right

Crucial Confrontations was written to address the question of how we confront and address a gap in our expectations. Let’s take a look at the other potential outcome we haven’t explored yet: The other person has performed up to expectations or even better. This is your chance to express sincere praise.

PRAISE

Praise plays an important role in problem solving. Those who are best at holding crucial confrontations make good use of praise between confrontations. When people see them coming, they already feel respected and valued. They assume that the problem solver has their best interest in mind because he or she consistently recognizes when things are going well and talks about those accomplishments openly and frequently. ...

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