GOING FROM STUCK TO UNSTUCK
Harriet opened the conversation by saying, “Look, we were quite disappointed with the workshop, and I think this is feedback you need to take seriously.” As Harriet detailed her dissatisfaction with the program, John, who managed client relationships for his firm, was fuming inside. All of her criticisms—all of them!—were things he had warned her about ahead of time. She said, “John, the session was too short.” John steamed, recalling that when he had inquired about running a longer session, Harriet had said they could not give the topic more time. Harriet continued, saying, “You know, the junior staff was intimidated and didn't want to participate.” When John had asked about dividing the ...