Chapter 10Reframing in Action

Most leadership challenges can be framed in more than one way, and every turn of the kaleidoscope offers a different image of the problems and possibilities. Put yourself in the shoes of Olivia Martin, headed to work for your first day in a new job. Your company has transferred you to Atlanta to lead a customer service unit. It’s a big promotion, with a substantial increase in pay and responsibility. You know it won’t be easy. You’re inheriting a department with a reputation for slow, mediocre service. Senior leadership blames the rigid, bureaucratic style of your predecessor, Jack Davis. Davis is moving to another job, but the company asked him to stay on for a week to help with your transition. One potential ...

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