“Our research shows that these types of nonhuman changes failed [i.e. team restructuring, tweaking a performance management system, etc.] more often than they succeed. That’s because the real problem never was in the process, system, or structure–it was in employee behavior. The key to real change lies not in implementing a new process, but in getting people to hold one another accountable to the process. And that requires Crucial Conversations skills” (Patterson, Grenny, McMillan & Switlzer, Crucial Conversations, 13).