To The Trenches
Leaders need to know customers and front-line workers well, and to deeply understand their reality. But usually, they are safely distant from that experience. As individuals, a new year invites […]
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The Leader’s Empathy Challenge
We often expect others to be just like us. It’s a weirdly human phenomenon that we all think others feel the way we do. So, for example, you may feel […]
You Think You’re a Great Listener? You’re Probably Not!
The last time you called tech or customer support, did the experience lead to you becoming calmer and more reassured, or infuriated and frustrated? If you are like me or […]
Championing Something Else
It would be so much easier to accomplish everything we set out to accomplish if other people were… [fill in the blank]! I know… “how cynical!” Right? But surely, we all […]