TL = team leader, TM team member

Team member TM asks a question

Functional = constructive response

Dysfunctional = emotional response

Team leader TL pauses-listens

Team leader upset, angry

Team leader acknowledges TM

TL Shouts

TL asks clarification

TM becomes hesitant

TL shares with team

T M says “it doesn’t matter” avoidance

Cognitive response

Emotional response both parties angry and resentful

Team solves problem

Misdiagnosis, errors in treatment occur

Team members feel good

Team members less co-operative, less cohesive