Bob was an expert in the field of insurance, and he knew his company like the back of his hand. He was a nice guy, and his colleagues remarked that he often had interesting stories about his weekends and knew cool facts about the city. Bob had been at the company a long time and had always met his performance goals. However, neither he nor his team grew or thrived, and Bob’s manager complained that Bob didn’t seem to do much. Was he just lazy? Human resources viewed this situation as a performance issue, but Bob’s manager thought the company owed Bob a chance to change. Alice’s job was to figure out what was going on.

Week 1: An Unusual Situation

AN UNUSUAL THING HAPPENED when Alice first met with Bob: She got bored. ...

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