Crucial Confrontations: Tools for resolving broken promises, violated expectations, and bad behavior. How to turn interpersonal crises into win-win cooperation.

When someone cuts in line in front of you at the supermarket and you feel furious, do you get angry at the person or say nothing at all? When your boss promises you a pay raise but soon regrets and denies it, do you just accept it or fight for what you want? So many confrontations test our social relationships, and so many of us are overwhelmed by them. Given this situation, the five authors of Crucial Confrontations looked into various industries and have found out how to turn interpersonal crises into windows of win-win cooperation.