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Training Overview


Are you ready for performance improvements of 25­50%? Whatever the area--missed deadlines, delayed time to market, poor team productivity, weak accountability, and more--other organizations have been able to accomplish much with training: · By improving Crucial Confrontations skills by 18%, a large telecom company improved productivity by 40%. · When an IT group improved Crucial Confrontations practices by 22%, quality improved more than 30%, productivity climbed by 40% costs plummeted by over 50%, and employee satisfaction swelled 20%. · A project with a large defense contractor determined that each 1% increase in the use of their Crucial Confrontations skills, produced a $1.5 million gain in productivity. Nine months after beginning the training, employees had improved 13%. You do the math. You'll leave this course better able to confront poor performers, improve your bottom-line results, manage discretionary efforts, keep employees motivated, and help you and your organization make and meet commitments.

NOTE: These results are based on client studies conducted by VitalSmarts and its representatives.

A Seven-Step Process for Creating Accountability, Improving Performance, and Ensuring Execution

Broken promises, violated expectations, and bad behaviors are a part of life. These "gaps" between what you expect and the results you're getting are at the heart of most chronic problems. Left unaddressed, performance suffers, accountability disappears, and execution stalls. Most often, the only result is that the problems persist. Do any of these situations sound familiar? · · · · · · Your boss continually requests input on schedules then commits you to impossible deadlines Your spouse selectively remembers agreements that you feel are binding A vendor delivers poor quality goods after repeated warnings Your company's production team has never met a deadline it couldn't miss A colleague behaves rudely in a meeting as everyone looks the other way Your child repeatedly breaks promises about curfew, school work, and friends

Learn to hold anyone accountable--at any level in the organization or your personal life. Confront the gaps in your life by stepping up to unresolved issues--those you face every day or the ones you've avoided for years. Crucial Confrontations training will help you constructively manage conflict and achieve results, improve relationships, and achieve breakthroughs in personal, team, and organizational performance.



At the heart of almost all chronic problems are issues we avoid or handle poorly. When we avoid these issues, we lower standards, we vote for the status quo, or we "act it out" in ways that perpetuate our problems. Crucial Confrontations training is culled from over 10,000 hours spent observing hundreds of master communicators to give you the skills to effectively confront STAY FOCUSED WORK ON ME FIRST anyone about almost anything in ways that get & FLEXIBLE Choose What and If results and strengthen relationships. Put to New Problem? Master My Stories work, this problem-solving approach for managing people and processes increases organizational performance by 20 to 50 percent CONFRONT WITH SAFETY and even alters the bad behaviors that account Revisit the Describe the Gap Original for up to 90 percent of divorces. Make It Make


It Easy




Make It Safe

Agree on a Plan Follow Up


Crucial Confrontations Training teaches this model for resolving broken promises, violated expectations, and bad behavior.





Training Overview

C O U R S E D E TA I L S Training Deliver y Options

· Get a quick start with a two-day, open-enrollment course (check for availability). Learn from Master Certified Trainers and mix with peers from other organizations. · Train your organization's trainers on the third and fourth day following our two-day public courses. · Offer this training in-house with our certified trainers or your own.



You'll Learn To:

· What to do before a Crucial Confrontation. · What are crucial confrontations and what are the costs of mishandling them? · How chronic problems are affecting you and your organization. · · · · · · · · · · · · · · · · · How to know what Crucial Confrontation to hold and if you should hold it. How to watch for signs that indicate you're not dealing with the right problem. How to avoid revisiting old problems while missing the real and bigger issues. Why people don't talk when they should. How to get your head right before opening your mouth. The cost of becoming emotional and charging into a confrontation unprepared. How to prepare for the "Hazardous Half Minute." How you generate your own unhealthy feelings and how to generate new ones. The meaning and implications of "The Fundamental Attribution Error." How to expand your ability to diagnose the causes behind all broken promises. How to ensure that you're making a complete diagnosis. How to start a Crucial Confrontation. The most common errors people make when first bringing up a problem. How to talk about almost anything with almost anybody. The role of Mutual Purpose and Mutual Respect in establishing safety. The definition of a Gap--what was expected versus what was observed. How to diagnose and create safety by ending with a question.

1. Choose What and If

2. Master My Stories

Engaging Deliver y

· Observe "before and after" situations in our award-winning video clips. · Enjoy video-based instruction from the authors of Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior. · Engage in role-play scenarios to explore and master critical skills. 3. Describe the Gap

4. Make It Motivating

Participant Materials

· Practice course skills and track assignments with a Participant Toolkit. · Use cue cards and posters to remember key concepts. · Follow-up resources to keep the training alive and ensure transference and retention. · Continue your training experience at with free resources and useful reminders. 5. Make It Easy

· How to help others want to take action. · How we tend to either abuse or covet power. · How to change another person's behavior. · · · · · · · · · How to make commitments (almost) painless. How to remove all ability barriers. Separating motivation from ability without mixing one with the other. The most common problems when trying to jointly remove ability barriers. The role of clarifying who does what by when--accountability.

6. Stay Focused and Flexible

What to do when others get sidetracked, scream, or sulk. How to maintain flexibility when the other person raises new issues. How not to get sidetracked or stuck on the wrong issue. When and how to be focused (stay on track) and flexible (move to the new problem). · How to identify new problems and decide if they're worth dealing with. · The two most common new problems (and their solutions).


© 2004 VitalSmarts, L.C. All Rights Reserved. VitalSmarts, the Vital head are trademarks and Crucial Confrontations is a registered trademark of VitalSmarts, L.C.

Crucial Confrontations Training


Location........Research Triangle, NC Date............. April 5-6, 2005 Price....$995 ($895 for TLC members)

Optional train-the-trainer April 7 & 8, add $2000 ($1800 for TLC members)

Get Liscensed--April 7-8, 2005

Call TLC: (919) 960-4007


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