Matthew E Edgar

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What helps move everyone forward together is real skill and clarity in communication and translation of complex issues so that everyone can properly understand the constraints, the reality of any trade-offs, and the implications. This entails a culture that respects different perspectives and nuance – with enough support from the top for a faster ‘good enough’ decision to be taken, protecting the time and space to take action if that decision proves to be wrong.
The Service Organization: How to Deliver and Lead Successful Services, Sustainably
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