(It's been a wild and crazy busy summer for me, and the reading and all other hobbies have taken a toll. I'm now getting back into a better reading rhythm and hope to catch up soon.)
I've recently faced a number of personal and professional situations where people didn't live up to what they promised. To provide some tools and perspective for this situation, a colleague recommended I read Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior by Kerry Patterson, Joseph Grenny, Ron McMillan, Al Switzler, and David Maxfield.
I had read their predecessor book, Crucial Conversations, and enjoyed that. This book was a nice build on the earlier one, and what I enjoyed most was the actual verbatim quotes and conversation snippets. I enjoy this sort of specific advice, with exact language that can be used in different scenarios, more than general, high-level advice.
One of my biggest takeaways is the CPR model of having accountability conversations. The first conversation should be about the content (C) of what went wrong. If the problem continues, the second conversation should be about the pattern (P). And the third should be about the relationship (R). But as I said, what I found most useful were the concrete examples of language for how to start these conversations and how to frame the accountability issues while maintaining respect and safety.