So far, we’ve seen that little interventions and intentional language can build trust in the high-stress world of management consulting, the life-and-death world of the military, and the constantly changing world of technology.  They also work at the highest level of government. In June 2014, Bob McDonald had been retired from Procter & Gamble for […]

It was my honor to teach again at Harvard Business School on November 29.  I  joined my friend Professor Ryan Buell in class 27 (of 28) of his Managing Service Operations Course.  In 2016 Ryan and his colleagues Robert Huckman and Sam Travers studied the transformation we led at the Department of Veterans Affairs and […]