1. When you are mediating a conflict between two of your direct reports and one of them is sending superior-type responses, how would you handle the situation?
2. This chapter noted that female employees report that their male coworkers tend to offer solutions without much problem inquiry. Do you think this is an accurate observation? Explain your point of view.
3. Think back to a time when you were really upset as a customer and called a customer representative in the company to complain. How was your complaint handled? What did the person say or do to help you? Where did the representative’s responses fall on the five continua?