David,
Great points. I have found it useful in these situations to be sure I stick with objective facts in describing what is going on. It's not that I am uncaring (I completely agree with you on listening, questioning, engaging) but I have found this helpful when talking about behaviors. Too often when I describe behaviors I am project my interepretation onto it, rather than saying here is what's happening, let's discuss why & how to resolve.
Ryan
