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Taking on that second difficult challenge - a starting point for me is at what level do you try and intervene. Individual? Team? Business unit? The whole shabang? I tend to think that the smaller units are the place to look to institute change, almost as small counter-cultural units against the bigger cultural norm.
And then you run into the challenge of scaling. Yes, you may get it done with one team or a few. But how do you stretch it across the whole organization and make it a norm?
Felt Accountability: Some Emerging Thoughts
This blog and much of the rest of my life were swamped last week by the intense reactions to the story about how badly United Airlines treated Phoebe and her parents when she traveled as an unaccompanied minor. You can read the blog post with the original story (and the 90 comments that were no...
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Jul 22, 2011
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