chapter 7I Can't Be Engaged If I Don't See the Big Picture

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A CEO once asked a frontline associate her opinion of the organization. "The leaders are all messed up. I don't trust them," the associate said.

"Why?" the leader asked. "What do you see?"

She replied, "Well, I used to see complete incompetence. We got all this flavor-of-the-month stuff. We figured that the leaders

Without a picture, it's hard to fit the pieces together.


were trying to please each other or someone other than us—the people who do the work! We just assumed that leaders couldn't agree on what came next." ...

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