Chapter Three. Feelings Matter—“Soft” Is “Hard”
A FEW YEARS AGO I was at a meeting of a board I’d been on for eleven years. The board was responsible for two financial companies, a regional bank and an auto finance company. The detailed discussions about quantitative outcomes, especially financial ones, had gone on for hours and my mind started wandering. We never talk about the people part of the equation, I thought, and that’s the part that really interests me.
In that second I realized two things: one, upper management is only interested in results, and the language it uses is quantitative; and two, in most organizations employees no longer count as stakeholders. Even though you’ll hear the decisionmakers say, repeatedly and in earnest tones, ...
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