They Defend Themselves

When you blame someone for something, they defend themselves. They either start looking for someone else to blame (such as the person who trained them!) or they shut up and won’t tell you what happened. Then you can’t get the information you need to troubleshoot and fix the problem. I had to make it safe for them to tell me what I needed to know.

Doing the Right Thing
and Achieving All Your Goals at the Same Time
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