#1 The goal is to reassure Amy that she is still a valued employee who may well have promotional opportunities ahead of her, but that her personal situation has changed. She expresses uncertainty about what she will want in the future, and also recognizes the challenge ("struggling ") of the position.
"Amy, you have always been a consistently excellent performer in this group and I see no reason why that will change now. As you note, the project coordinator has a challenging position, and I will support you as you set out to define its role in the organization. This is an opportunity to broaden your experience with the organization, and to implement some of the leadership skills you acquired before you went on leave. At the same time, it's an opportunity for you to evaluate your personal goals and how they might dovetail with the opportunities here."
#2 Maurice has adopted a negative tone and defensive position, and the goal of this interaction is to help him recognize that there are alternatives that may meet both his and the company's needs. Maurice is expressing that the transfer has been difficult for his family and as a new team member. By opening the discussion up to his suggestions, I am shaping his response and can help him feel a greater contributor to the team effort.
"Maurice, we have a deadline that cannot be missed. At the same time, I understand that your daughter's ballet recital is important to both of you. My concern is that we make the deadline with quality work, I don't really care how we accomplish that. What suggestions do you have that would make it possible for both your daughter's goals and the company's to be realized?"
#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 t...