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. ...

Get Get in Gear now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.