Managing Difficult Conversations

Milestone Three Guidelines and Rubric.html

WCM 620 Milestone Three Guidelines and Rubric

1. Building Common Ground Based on the transcripts in the final case study, you will primarily analyze the transcripts provided to find instances when your coworker employed communication skills to manage the situation, collect relevant information, and build common ground. Then, you will identify practices through which your team can rebuild trust in the affected department.
   1. Referring to the transcripts provided, assess the utility of the open-ended questions that were used for eliciting useful information. Support your assessment with specific examples.
   2. Identify the points during the transcribed conversations in which the interviewer verbally summarized key ideas, describing the importance of each occurrence to the communications in the interviews.
   3. Determine how the impact of the former employee’s actions was at odds with his intent. Support your determination with specific examples based on the transcripts provided.
   4. Identify practices by which the affected department can rebuild trust. Support your identification with accepted conflict resolution practices.

What to Submit

Your paper should be 2 to 3 pages in length with double spacing, 12-point Times New Roman font, and APA formatting.

Milestone Three Rubric

Criteria	Proficient (100%)	Needs Improvement (70%)	Not Evident (0%)	Value
Building Common Ground: Open-Ended Questions	Assesses the utility of the open-ended questions that were used for eliciting useful information and supports assessment with specific examples	Assesses the utility of the open-ended questions that were used for eliciting useful information and supports assessment with examples, but assessment is cursory or contains inaccuracies, or examples are not specific or relevant to argument	Does not assess the utility of the open-ended questions that were used for eliciting useful information	23
Building Common Ground: Summarized Key Ideas	Identifies points during transcribed conversations in which interviewer verbally summarized key ideas, describing the importance of each occurrence to communications in the interviews	Identifies points during transcribed conversation in which interviewer verbally summarized key ideas, describing the importance of each occurrence to communications in interviews, but description is cursory or response contains inaccuracies	Does not identify the points during transcribed conversation in which interviewer verbally summarized key ideas	23
Building Common Ground: Impact and Intent	Determines how the impact of the former employee’s actions was at odds with the intent, supporting determination with specific examples	Determines how the impact of the former employee’s actions was at odds with the intent, supporting determination with examples, but determination lacks clarity or contains inaccuracies, or examples are not specific or relevant to argument	Does not determine how the impact of the former employee’s actions was at odds with the intent	23
Building Common Ground: Practices	Identifies practices by which the affected department can rebuild trust and supports identification with accepted conflict resolution practices	Identifies practices by which the affected department can rebuild trust and supports identification with accepted conflict resolution practices, but support is cursory or conflict resolution practices are not relevant	Does not identify practices by which the affected department can rebuild trust	23
Articulation of Response	Submission has no major errors related to citations, grammar, spelling, syntax, or organization	Submission has major errors related to citations, grammar, spelling, syntax, or organization that negatively impact readability and articulation of main ideas	Submission has critical errors related to citations, grammar, spelling, syntax, or organization that prevent understanding of ideas	8
Total:	100%