Encourage People to Tell You

The easiest way to find out about problems is to listen when people complain about them. In fact, the fastest way to find out about problems is to encourage people to tell you when something is wrong (I never thought I’d do that!) and reward them for doing it. “Thank you for telling me,” I find myself saying (and meaning it). “I needed to know that.” “This could have turned into a real problem if you hadn’t told me, thanks!” “I’m so glad you caught that!”

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