“We believe a major reason change efforts so often fail is that successful implementation eventually requires people to have difficult conversations — and they are not prepared to manage them skillfully. People inevitably have different views on priorities, levels of investment, measures of success, and exactly what correct implementation should entail. With everyone taking for granted that their own view is right, and readily assuming that others’ opposition is self-interested, progress quickly grinds to a halt. Decisions are delayed, and when finally made they are often imposed without buy-in from those who have to implement them. Relationships sour. Eventually people give up in frustration, and those driving the effort get distracted by new challenges or the next next big thing. The ability to manage difficult conversations effectively is foundational, then, to achieving almost any significant change.”
―
Douglas Stone,
Difficult Conversations: How to Discuss What Matters Most
