Index

A

Abbott Laboratories, 5960

accommodating (conflict mode), 136, 137

accountability

assignment of, 111112

for business results, 8688

e-mail and avoidance of, 172173

strategic conflict in, 3743

action, commitment to, 5657

active listening, 139152

attending behavior for, 145147

behaviors and techniques for, 144151

behaviors to avoid in, 141144

decoding/feeding back feelings in, 149151

moving to action from, 151152

paraphrasing in, 148149

passive listening as, 147148

"say more" responses in, 148

active-reading skills, 183186

affiliative investment, 29

aggressive style, 17, 53, 152, 153, 208

agreement, assessing degree of, 133135

aligning teams (phase 3), 120123

alignment, 3356

of business relationships/mutual expectations, 5256

and commitment to action, 5657

of goals/business priorities/ focus, 3437

for high-performance teams, 6667

of individual roles/accountability, 3743

key areas of, 33

of protocols/rules of engagement, 4352

Amado, Joe, 3637

on handling disputes, 41

on role alignment, 40

and role/responsibility clarity, 3941

Anise, Roy, 36

on personal style, 211

style change by, 209210

Arnott's Biscuits Limited, 46, 51

assertion skill(s), 152158

persistence as, 154

sidestepping as, 155

straight talk as, 155156

three-part "I" response as, 156158

assertiveness (conflict mode), 136

assertive style, 17, 53

Atlas, Charles, 4

attending behaviors, 145147, 224

avoiding (conflict mode), 136, 137