Crucial Accountability Quotes

“Don’t deal with individual infractions in meetings or public gatherings by chastising the entire group. This cowardly tactic fails doubly. First, the guilty parties may miss the fact that they’re the target of your comments. Second, the innocent people resent the fact that they’re being thrown”
― Kerry Patterson, Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior

“Whatever the underlying cause, if you’re going to break from tradition and elevate a standard that had been nothing more than a rough guideline to a hard-and-fast law, people should know. You have to issue a fair warning. You have to reset others’ expectations, and you have to do it in a way that doesn’t look”
― Kerry Patterson, Crucial Accountability: Tools for Resolving Violated Expectations, Broken Commitments, and Bad Behavior