CHAPTER FOURTEEN

Expect Communication to Break Down

The single biggest problem in communication is the illusion that it has taken place.—GEORGE BERNARD SHAW

When it comes to pursuing new ideas, entering new markets, or trying to make any big changes that involve other people, I always tell clients to start with the assumption that their communication is going to break down. This advice isn’t based on my observations of them, their specific organization, or the specific situation they’re facing. Rather, it’s based on my observations of hundreds of leaders just like them, all their organizations, and all the situations they’ve faced. Whenever two or more people are involved in anything, there’s a good chance that communication will break down at ...

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