Chapter 4: tactic one, bring the outside in

• “organizations…tend to be too internally oriented” (63)
• listen to customer facing employees
  • trust that they’re intelligent
  • respect
  • ask questions, listen
• use the power of video
  • shows naked human emotion
  • “show them, don’t tell them”
• don’t always shield people from troubling data
  • reasons for resisting disclosure
    1. believe people are dumb
    2. worry about blame
    3. negative stock effects
    4. worry about hurt morale
• redecorate
• send people out
• bring people in
• bring data in, but in the right way
• watch out that you dont create a false sense of urgency

Purchase From Amazon: A Sense of Urgency