INTRODUCTION

Some employees who attend our leadership workshops are there under duress; they arrive skeptical that the time spent in training will be worth their while. Karen was no different.

Karen attended a leadership workshop that we conducted for a large restaurant chain in Phoenix, Arizona. Her boss had gathered his team together for a national conference, and Karen had no choice but to participate in this session. However, spending three hours in leadership training was really not something she wanted to do that afternoon.

When Karen arrived at the hotel conference room, her mind was elsewhere—running through a long list of things she needed to get done at work. She hated these meetings because they never seemed to accomplish anything ...

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