Appendix A: One-Page Quick Reference

Appendix A: One-Page Quick Reference

Skim this the morning of the exam. It is the whole method on one page.

The scale

Very Ineffective | Ineffective || Effective | Very Effective

The double bar marks the centerline between the ineffective side and the effective side.

The scoring rule (why the side matters)

• Exact match with the key: full credit.
• One rung off, same side: half credit.
• Opposite side: zero credit.
• So decide the side first and carefully. Fine-tuning the rung is worth only half credit.

The method

Frame the scenario (once):

• Duty on the line: what professional obligation is this really about?
• Stakeholders: who is affected? Protect the most vulnerable first.
• Real problem: say it in one sentence.
• Your role: what is appropriate at your level?

Rate each response (three steps):

1. Side: as an immediate next step, does it help or hurt the duty?
2. Ladder: 4 = handles it and protects trust, communication, follow-through (Very Effective); 3 = handles the duty (Effective); 2 = fails to help (Ineffective); 1 = does damage (Very Ineffective).
3. Quick checks:
   • Does it deal with the real problem? (direct, honest, on the duty)
   • Does it deal with it well? (in-role, right level, with people, no new harm)

Then place it and move on. Do not agonize over same-side rungs.

Lean effective when a response is

Gathering information first, addressing it directly with the person, communicating openly, taking responsibility, involving the right level of help, protecting safety, pairing empathy with concrete action, offering specific help, respecting autonomy, following through, accepting feedback, collaborating on a solution.

Lean ineffective when a response is

Avoiding or ignoring, assuming without information, dishonest, overstepping its role, hiding behind “not my job,” humiliating or public, retaliatory, over-escalating, under-reacting to a serious issue, dumping or passing the buck, gossiping, rigid, people-pleasing at the cost of a duty, coldly correct.

Use the top and bottom rungs

• Very Ineffective for dishonest, unsafe, cruel, or retaliatory responses. “Very” means very.
• Very Effective for direct, honest, respectful, complete responses. Reach for the top when it is earned.

When two responses look alike, find the one difference

• direct vs avoidant
• communicates vs skips the conversation
• right level vs too much or too little
• information first (no urgency) vs act now (possible harm)
• respectful vs harsh
• honest vs dishonest