Crucial Conversations
FOR ACCOUNTABILITY
Performance Management Improved
Gain skills to confront, discuss, and resolve problems of poor performance, bad behavior, and violated expectations with Crucial Conversations for Accountability.
Improve Your Leadership Skills
As people learn how to hold each other accountable, they improve trust, efficiency, engagement, and performance. Sample the skills with these free resources.
Join Scott Robley in this video miniseries and learn three skills to address and resolve persistent problems of behavior.
Leaders say holding others accountable is one of their greatest challenges. Learn more about these leadership struggles—and solutions—in Leadership Confessions.
Discover how well you confront and discuss workplace performance problems with this free assessment.
GROWTH DEPENDS ON FEEDBACK
When people fail to confront and discuss behavioral problems, they persist. And while that may seem obvious, what isn’t obvious to most people is how to speak up when they ought to. Anyone can recognize performance problems in the workplace, but it takes certain skills to confront and resolve them in a way that gets results and strengthens relationships.
WHAT YOU’LL LEARN
The course teaches nine powerful skills for resolving performance problems, strengthening trust and reliability, and eliminating inconsistency. Learn to hold anyone accountable, no matter their power, position, or authority.
GET UNSTUCK
MASTER MY STORIES
START WITH HEART
STATE MY PATH
MAKE IT SAFE
DIAGNOSE
MAKE IT EASY
MAKE IT MOTIVATING
MOVE TO ACTION
Learning Formats
1. Get Unstuck
Spot the performance conversations that are keeping you from what you want.
Choose the right conversation to get unstuck.
2. Master My Stories I
Learn where emotions come from and how to change them.
Take responsibility for the emotions you bring to the conversation by owning your story.
3. Master My Stories II
Eliminate negative stories that impede conversations and results.
4. Start With Heart
Stay focused on what you really want.
Lay a foundation of good intent.
5. STATE My Path
Speak honestly and respectfully.
Share tough messages in a way that invites others into the conversation.
6. Make It Safe
Take steps to rebuild safety when others get defensive.
Talk with almost anyone about almost anything.
7. Diagnose
Use the Six Sources of Influence to identify what’s contributing to the gap.
8. Make It Easy
Don’t lead with your ideas; start by asking others.
Brainstorm ways to overcome others’ ability barriers in key areas (personal, social, and structural influences).
9. Make It Motivating
Motivate others using natural consequences rather than power.
Make unseen or forgotten consequences visible.
Use the skills to help good performers become great.
10. Move to Action
Move from healthy dialogue to taking action and achieving results.
1. Get Unstuck and Master My Stories I
- Spot the performance conversations that are keeping you from what you want.
- Choose the right conversation to get unstuck.
- Learn where emotions come from and how to change them.
2. Master My Stories II and Start With Heart
- Take responsibility for the emotions you bring to the conversation by owning your story.
- Eliminate negative stories that impede conversations and results.
- Stay focused on what you really want.
- Lay a foundation of good intent.
3. State My Path and Make It Safe
- Speak honestly and respectfully.
- Share tough messages in a way that invites others into the conversation.
- Take steps to rebuild safety when others get defensive.
- Talk with almost anyone about almost anything.
4. Diagnose and Make It Easy
- Use the Six Sources of Influence to understand what’s causing the gap.
- Don’t lead with your ideas; start by asking others.
- Brainstorm ways to overcome others’ ability barriers in key areas (personal, social, and structural influences).
5. Make it Motivating and Move to Action
- Motivate others using natural consequences rather than power.
- Make unseen or forgotten consequences more visible.
- Use the skills to help good performers become great.
- Move from healthy dialogue to taking action and achieving results.
1. Get Unstuck
- Spot the performance conversations that are keeping you from what you want.
- Choose the right conversation to get unstuck.
2. Master My Stories I
- Learn where emotions come from and how to change them.
- Take responsibility for the emotions you bring to the conversation by owning your story.
3. Master My Stories II
- Eliminate negative stories that impede conversations and results.
4. Start With Heart
- Stay focused on what you really want.
- Lay a foundation of good intent.
5. State My Path
- Speak honestly and respectfully.
- Share tough messages in a way that invites others into the conversation.
6. Make It Safe
- Take steps to rebuild safety when others get defensive.
- Talk with almost anyone about almost anything.
7. Diagnose
- Use the Six Sources of Influence to understand what’s causing the gap.
8. Make It Easy
- Don’t lead with your ideas; start by asking others.
- Brainstorm ways to overcome others’ ability barriers in key areas (personal, social, and structural influences).
9. Make It Motivating
- Motivate others using natural consequences rather than powers.
- Make unseen or forgotten consequences more visible.
- Use the skills to help good performers become great.
10. Move To Action
- Move from healthy dialogue to taking action and achieving results.
Accountability in Action
When people know how to hold peers accountable, they see improvement across the organization.
EFFICIENCY
San Antonio Independent School District saw a 50% drop in grievances.
TEAMWORK
Dallas Housing Authority eliminated silos between departments and helped employees take initiative to resolve conflicts with their supervisors.
SAFETY
Pride International improved their total incident rate by 55% and reported zero accidents that required employees to miss time on the job.
TURNOVER
Orkin reported an 8% decrease in turnover, and Pride International decreased turnover by 40%.
Engagement
St. Joseph’s Healthcare reported reduction in sick leave from 15 to 12 days per full-time employee, and employee satisfaction rates were 64% higher than provincial average.
LET’S TALK
See if Crucial Conversations for Accountability is right for your team. Complete the form to speak with a client advisor.
PREVIEW THE COURSE
Watch the video to learn more about course skills, learning formats, and delivery options.
18-Min Video
CRUCIAL CONSULTING
Need hands-on help for a tough organizational challenge? Go beyond the classroom with Crucial Consulting. Our consultants will work with your leaders to identify what’s contributing to your challenges and design and implement a strategy to influence the behavior of your people for better results.
