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Culture of Communications: Changing Marshmallows to Unicorns

The Marshmallow…

I first witnessed this early in my career, although since then I’ve seen it dozens of times in multiple organizations from as small as two or three levels to multi-national behemoths.

While at Pacific Gas and Electric, I often had a lot of mobility across the organization. One day I might meet with the CEO or one of the Executive Vice Presidents or Business Unit Leaders; the next day I’d be in my home division working with our frontline team members. I was often struck by how similar the conversations were:

  • We have to improve the timeliness and quality of our service delivery to our customers.

  • We have to drive out bureaucracy and give people the latitude to act. ...

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