What We Have Here Is A Failure To Communicate!

"Our research shows that these types of nonhuman changes failed [i.e. team restructuring, tweaking a performance management system, etc.] more often than they succeed. That's because the real problem never was in the process, system, or structure--it was in employee behavior. The key to real change lies not in implementing a new process, but in getting people to hold one another accountable to the process. And that requires Crucial Conversations skills" (Patterson, Grenny, McMillan & Switlzer, Crucial Conversations, 13).