Chapter 7Ensuring Understanding

It is understanding that gives us an ability to have peace. When we understand the other fellow’s viewpoint, and he understands ours, then we can sit down and work out our differences.

—Harry S. Truman

In the midst of a major transformation initiative, employees often surprise senior managers with their responses to open-ended survey questions. Instead of encouraging leaders to discontinue the use of surveys or focus only on the positive results, I am a big fan of ensuring senior management is aware of all comments and responds visibly and appropriately.

A client in the midst of a reorganization retained my company to direct the change management aspects of its initiative. The 7,000-employee business was moving ...

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