Clarity Is a Leadership Responsibility
Most organizational team disfunction is not because of a lack of effort. Rather, a lack of clarity about roles, priorities, and decisions. Highly capable teams are not struggling because they don’t care. They are struggling because leadership was not clear about the path forward. John P. Kotter, Professor of Leadership, Emeritus at the Harvard Business […]
Stop Saying, “Rest Assured!”
” And stop saying, ‘rest assured’ to me because this is the third time I have called you about this issue!” That’s what I overheard my colleague saying to a customer service agent on the other end of the call. When she recounted the conversation, she said the agent stumbled on his words, after she […]