of the group, Miranda kept her cool and asked Jackie to hold the thought for discussion after the meeting. Knowing that she wasn't going to help the situation by chastising Jackie in public, Miranda spoke to her afterward saying: "I appreciate your suggestion, but I prefer to continue with my plan in this instance." We also discussed how she could give credit publicly to Jackie when she does have a good point. It validates Jackie's opinion and reminds her that they were on the same side. 3. If Miranda felt the rudeness got out of hand, she decided she would say in a still and confident voice: "I may not have all the answers, but my decisions are based on years of experience in I.T. I welcome respectful dissent, but know that I always have a reason for doing things the way I do". 4. After some discussion, Miranda recognised that Jackie's forthright style probably also stemmed from wanting to take on more responsibility so she could progress. With this in mind, Miranda delegated her a six month stand-alone project she thought would keep Jackie happy.  Interestingly, in taking this stance, Jackie did have to turn to Miranda over the subsequent months for advice -- a move she probably never anticipated! Several months later, Miranda reflected: "I think Jackie's enjoyed the project and found it a steeper learning curve than she anticipated -- but I also think it's given her a greater sense of respect for what I have to