CHAPTER 1Who’s in Charge Here Anyway, You or Your Ego?

Lisa, a director at a major government agency, got things done and made sure her highly talented staff did too. But few people felt comfortable talking to her—or even approaching her. This became such a problem that her boss suggested that she and her staff take a team building and communications course. The class included trust building games, energizers, and interpersonal communication exercises. After the last session, everyone was basking in the energy created by three days of positive, respectful interactions—laughing, joking, clowning around—until Lisa suddenly snapped:

“Time to get back to work!”

She then proceeded to rip into her staff, collectively and individually, sarcastically ...

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