Introduction: What's a crucial confrontation? And who cares?
Choose what and if : How to know what crucial confrontations to hold and if you should hold it
Master my stories : how to get your head right before opening your mouth
Describe the gap : how to start a crucial confrontation
Make it motivating : how to help others want to take action
Make it easy : how to make keeping commitments (almost) painless
Stay focused and flexible : what to do when others get sidetracked, scream, or sulk
Agree on a plan and follow up : how to gain commitment and move to action
Put it all together : how to solve big, sticky, complicated problems
The twelve "yeah-buts" : how to deal with the truly tough.
