Sometimes the best thing that can be said during a confrontation is nothing at all. But if you're forced to respond, just promise that you'll get back to the situation at a better time. In this week's column, Peter Clark recalls a time when a competitor completely extinguished any chances of striking a business deal by letting his temper flare...in front of an audience during a teleconference call. From that incident, Peter learned to recognize when people are dangerously reaching their breaking points. No longer intimidated by temperamental barks, Peter explains how he keeps his cool during battle.

So, you want to practice Scrum? Great idea, but don't be fooled. Great ideas are rarely easy to implement. Alicia Yanik found implementing Scrum to be anything but easy. In this week's column, Alicia contests that the process is certainly worthwhile, makes sense, yet definitely is nothing close to easy to implement.

When building successful relationships with your customers, certain verbs such as "to respond," "to listen," and "to involve" are important and should be used. But this column is about another common place verb that's not at all customer focused: "to get." Naomi doesn't mean "to get a 50% raise for completing the project on time" or "to get a week off for creating a brilliant test plan." No, she means, "to get customers to do things your way." Learn how simple verb replacement therapy can help you build better relationships with the customer.

Are you attempting to start an independent test group or increase the scope and value of your present group? After building a highly effective thirty-person test group, Scott Eder reflects on the three major areas where he focused and the challenges he faced along the way. Take away sample work scope and purpose statements for your test group, and learn how to set realistic expectations at all levels within your organization. Find out the key processes that Scott implemented immediately to get his team off to a good start.

• The foundations of an independent test group that is valued by your organization
• Ways to build relationships with key stakeholders in order to foster a supportive environment for test and quality
• How to create a sense of identity around which your test team can rally