It’s easy to point the finger and tell others what they’re doing wrong, but not as easy to talk in front of everyone about what you’re doing wrong. One of our team members was instrumental in setting the tone for the team’s success. She talked about reviewing hundreds of cases and finding where her own staff struggled to meet expected outcomes. In front of all of us, she said the framework just wasn’t working. She said, “I need to figure out with you how to make this work.”
A few simple words that changed the conversation.
We decided to define the end at the beginning; start with the end in mind. How do we define “safe case closure?” And the result was rich conversation that focused on the work we share.
Once the trust and relationship is there, things just start happening. Instead of protecting who is “right” or “wrong” everyone’s energy is spent on innovation, problem solving and the future.
