Top Highlights

• continual organizational effectiveness—which is, after all, nothing more than human-relations effectiveness—is of the utmost urgency,
• Crucial confrontations, on the other hand, are about disappointments. They’re made up of failed promises, missed expectations, and all other bad behavior. Confrontations comprise the very foundation of accountability.
• To confront means to hold someone accountable, face to face.
• Opinion leaders wielded influence because they were the best at stepping up to colleagues, coworkers, or even their bosses, and holding them accountable.
• Policies, systems, programs—any method for encouraging change—will never function fully until people know how to talk to one another about deviations and disappointments.