Chapter 3



expectation occurs when colleagues face a challenge as a group. expectation explains 83 percent of organizational trust.

Work colleagues hate surprises (unless they are Ovations). But two out of three employees are surprised by the feedback in their annual performance reviews. Compare that to how often supervisors check in with highly engaged employees: weekly.1 Those who get weekly feedback are rarely surprised.

From the perspective of the brain, anything that happened more than a few weeks ago is nearly irrelevant, so waiting a year to give employees feedback on their performance is simply useless. Regular feedback on performance ...

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