Susan Drumm watched a VP try a new feedback technique after a management training, but his tense voice and nervous body language made it fall flat. New tools don't work on an outdated operating system: you need to change the culture first.
I was in a conference room with a biotech executive team, and they just finished a 2-day management excellence program. New tools, new templates, new checklists. Everyone's notebooks were full, and yet something was off. I watched one VP give feedback to her director in real time. She used the exact model they'd been taught, but her voice was tight. Her eyes kept darting to the CEO, and her body was leaning back like she wanted to be anywhere else. The director nodded politely, but you couldn't see it. The message just didn't land, and the room was colder after she spoke. And that's when it hit me. You can install all the apps you want, but if the operating system is outdated, nothing runs the way it should.
Why the Biggest Doors Open When You're Not in the Room | Michael Roderick & Susan Drumm
The Simple Audit That Adds a Human Touch to Every Customer Interaction #shorts
