#3 The goal in this interaction is to have Diane help find ways to meet the unrealistic deadline she has just set. Long-term, it will be necessary to find ways to avoid such on-the-spot situations. Diane considers putting Beta 5.1 out as a critical success factor and meet the performance objectives.

"Diane, I wish we had spoken privately about the customer's request prior to committing us to a date of next week. We are looking about a month's worth of rewrite that must now be completed in one week. While I recognize the importance of getting the product out, we will be in real trouble if it fails to meet the customer's expectations--not only will this customer not be satisfied, but the market will react negatively, as well. Right now, the only way I can see to meet the deadline is to bring in outside contractors and increase our overtime, which puts us in budget peril, but I'm certainly open to your suggestions."

#4 In this interaction, the goal is to promote the open door policy that led Cecil to confide in the first place, but not to offer any guarantees about his performance review. Cecil is searching for reassurance about his review (and perhaps a raise) in this interaction. Without knowing his specific performance, no statement should be made regarding his review.

#9 The goal of this interaction is to uncover the reasons for Trevor's reluctance to take the job. Although a lack of self-confidence may well be the reason, they may be underlying factors that are not being taken into account. At the same time, he may just need reassurance that he is up to the task.

#7 This interaction is fraught with internal politics, and care must be taken to emphasize the company's objectives rather than personal agendas. Clearly Dennis is seeking to deflect responsibility for the project's delays onto others, but he has been careful not to name individuals or specific groups. The following statement is addressed to the group.

d that things are going well for you and your wife. Counseling can certainly help iron out difficulties that arise from time to time. And I'm glad that you took the time to confide in me. You're a valued employee and I'm always glad for the opportunity to listen to your concerns. Best of luck to you and Barbara."

You know, you've been here about three months, too. What do you think about the unit?"

"As you know, my unit has also been involved with this project. I'm not aware of any foot dragging and I'd like to discuss that with you after this meeting Dennis, as it sounds as though you might have information that I should know about. I am aware that we ran into cost overruns and quality issues that will need to be examined at the conclusion of this project so that we as a company do not have these issues in the future."

#8 In this interaction, the goal is to learn which employees are failing to meet what productivity standards. Stacy also has iss