Chapter 2
Just What Kind of Duck Are We Dealing with Here?
Alone with her new team for the first time, Kate got right down to business. Clearly, the team was disconcerted by the client's feedback. She sensed that the team was drowning, mired in feelings of failure and confusion. Rather than skirt the issue, she dove right in. Avoidance was not an option. This team needed to move on. Fast.
Kate broke the silence. “So what do you understand to be the source of Consolidated's dissatisfaction?”
Damon spoke first. “That's a bit of a mystery,” he said. “Not to sound too defensive, but we produced and presented two key reports. We covered the marketplace thoroughly and I think we had solid recommendations.”
“I know we did,” Juan added. “I went through ...
