An Iterative Approach to Better Working Relationships
http://www.upassoc.org/conferences_and_events/upa_conference/2004/program/Tutorials/Ziff.html

Ziff, Joel D.
Usability Professionals Association
2004

Abstract:

Discover creative solutions to inter-personal problems in the workplace using an iterative approach: observation of moment-to-moment interactions to assess the effectiveness of our responses. We will present six options for resolving conflicts, clarifying when and how to use each through case studies, work in small groups, and simulations.