|Description: Why do so many challenges turn into chronic problems? What is the difference between individuals or organizations that seem to make steady progress and those who get stuck? This compelling and entertaining presentation, describes how research with over 25,000 individuals has revealed the surprising answer to these important questions. The answer? The way people habitually handle a crucial confrontation is the best predictor of whether individuals and organizations prosper, plateau or decline in effectiveness. This session in not only about communication--it's about results.