McGraw-Hill to Publish New Book from VitalSmarts on Resolving Disappointment

NEW YORK, July 15, 2004 /PRNewswire/ — McGraw-Hill Trade will publish Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior, written by the authors at VitalSmarts, L.C., a leading organizational performance and training company. The new book will be a follow up to the national best seller Crucial Conversations: Tools for Talking When Stakes are High. The $16.95 original paperback will be published on September 8, 2004, and will carry a foreword by business and consulting guru Tom Peters.

Based on more than 20 years of research, Crucial Confrontations: Tools for Resolving Broken Promises, Violated Expectations, and Bad Behavior will provide readers with the tools they need to resolve controversial and complex issues dealing with disappointments that routinely plague organizations and families.

“Everyone knows how to run for cover, or if adequately provoked, step up to these confrontations in a way that causes a real ruckus,” says Joseph Grenny, co-author of Crucial Confrontations and president of VitalSmarts. “This book teaches how to deal with violated expectations in a way that solves the problem at hand and doesn’t harm the relationship — and in fact, strengthens it.”

Crucial Confrontations addresses individuals who are either unwilling or unable to deal with failed promises, broken rules, missed deadlines, or just plain bad behavior. For example:

  • An employee speaks to you in an insulting tone that crosses the line between sarcasm and insubordination.
  • Your son walks through the door sporting colorful new body art that raises your blood pressure by forty points.
  • An accountant wonders how to step up to a client who is violating the law.
  • A nurse worries about what to say to an abusive physician. She quickly remembers “how things work around here” and decides not to say anything.

“The techniques and principles presented in Crucial Confrontations resonate with a large and diverse, business and community-centered audience,” says Lynda Luppino, vice president of marketing and communications, McGraw-Hill Trade Group. “This book will successfully guide individuals, as well as large businesses, to master crucial confrontations necessary for maintaining healthy relationships and achieving career success.”


About McGraw-Hill

McGraw-Hill Trade publishes more than 500 nonfiction books a year. It is a unit of McGraw-Hill Education, a leading provider of information and learning solutions relating to scientific, medical and technical reference, business and computing. McGraw-Hill Education is a division of The McGraw-Hill Companies, a global information services provider meeting worldwide needs in the financial services, education, and business information markets through leading brands such as Standard & Poor’s and BusinessWeek. The Corporation has more than 320 offices in 34 countries. Sales in 2002 were $4.8 billion. Additional information is available at

About VitalSmarts

A world leader in leadership training and organizational performance, VitalSmarts, L.C. provides products and services to hundreds of companies, including more than 300 of the Fortune 500. For more than 25 years, and with over 20,000 participants, the company principals have researched methods for bringing about systematic and lasting change. Crucial Conversations®, the company’s flagship product series (including a New York Times bestselling book of the same title), delivers a set of influence tools that vitalize companies, strengthen teams, improve communities, and enrich relationships. In addition, the company offers a Vitality TrainingTM series focused on delivering personal, team, service, performance, and leadership vitality. VitalSmarts also offers other services including keynote speaking, on-site consulting, customized development, and executive mastery retreats. VitalSmarts was founded in 1990 and is privately held. Additional information is available at

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