“ Human communication has its own set of very unusual and counterintuitive rules. ”
—Malcolm Gladwell1
The head of a major drug company is in trouble because her firm’s pipeline of new products has run dry. The managing editor of a major newspaper has difficulty inducing reporters in the newsroom to change their behavior to meet new types of competition.
A director in a global fast-food firm knows how to repair its swooning share price, but he can’t get the CEO to listen. Young staff in a dysfunctional unit of an enormous engineering firm can’t persuade its management that open source collaboration will help productivity, not harm it.
A health care provider can’t get heart surgery patients ...

Get The Secret Language of Leadership now with the O’Reilly learning platform.

O’Reilly members experience live online training, plus books, videos, and digital content from nearly 200 publishers.