THE SECOND KEY: CREATE AUTONOMY THROUGH BOUNDARIES

THE NEXT morning Michael was back bright and early. As he entered the Inventory Processing Area, a woman approached him and introduced herself as Janet Wo.

“I understand you’ve been hanging out with some of my colleagues—Sandy Fitzwilliam and Robert Borders,” said Janet. “This stuff about empowering people can be pretty confusing at first. Remembering how it was for me, I imagine your head is spinning.”

“Well, you’re right,” said Michael. “I was surprised to learn how sharing information works to establish trust and help people improve their work processes. But I can’t imagine that information alone can be enough. What comes next?”

“To answer that question, let me ask you to consider things ...

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