Did You Give Them Permission to Do That Terrible Thing?

This is not always easy, but you can create a culture of candor and accountability. You do it through practice and habit. When you understand the psychology, structure, and cadence of communication, you can leverage this to drive performance.

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Passing the Buck

I am talking to a consultant who was hired to help an organization convert their Customer Relation Management system (CRM). Everything went well. About 90 days after the conversion they called him
back and asked him to work with one of their employees who was just having a hard time with the system.

They said, “Steve is a valuable employee. He has been with us for more than twenty years. We really want him to get on board”.

The consultant sat with Steve for two weeks. When …
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