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.

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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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