Chapter 5. Use Your Hands: The Commitment to Practice
TouchPoints are intensely practical, because each one deals with real people and real issues and does so in real time. Therefore, it is not enough to be clear-headed and clear-hearted in a TouchPoint; you must also be clearly competent. Developing the skills so that you can be proficient in TouchPoint after TouchPoint requires continuous practice.
When Mette runs into graduates from the CEO Institute, she always asks, "What's become clear since you graduated?" When she recently posed that question to Ed, the general manager of a business unit with twenty-five hundred employees, he laughed and ...
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