I travel the country facilitating training programs on leadership, sales, motivation, and communications. Often, at the end of a session, I have people come over to me, shake my hand, and say something like: “I honestly didn’t want to be here because I’ve had training before, but this was really great. I’m glad I came.” When I read the written responses on the training evaluation forms, they all have a similar theme:

“Wow! This was really—I mean really—good!”

“I wasn’t expecting much … thanks.”

“Much more than I thought I would get! Thank you.”

“I was prepared not to like today, but I did!”

“Training is usually dry and boring, but this wasn’t.”

“Better than the training we usually have.”

The insinuation woven into both the written and ...

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