Begin with Trust
by Frances Frei and Anne Morriss
ON A SPRING AFTERNOON IN 2017, Travis Kalanick, then the CEO of Uber, walked into a conference room at the company’s Bay Area headquarters. One of us, Frances, was waiting for him. Meghan Joyce, the company’s general manager for the United States and Canada, had reached out to us, hoping that we could guide the company as it sought to heal from a series of deep, self-inflicted wounds. We had a track record of helping organizations, many of them founder-led, tackle messy leadership and culture challenges.
We were skeptical about Uber. Everything we’d read about the company suggested it had little hope of redemption. At the time, the company was an astonishingly disruptive and successful start-up, ...
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