...
When I read the book the first time, 35 years ago, I thought it was fantastic. Jan Carlzon delivers so many insights into the power of decentralized decisionmaking, and I still think his writing is cutting-edge in the Leadership genre.
...
Have you sometimes been struck by the change in behavior from people who are appointed to a managerial position? I certainly have. From one day to another, a person can move into a more controlling and less comradely stylereshape and take on the same behavior the used to criticize. It seems like most people many are not aware of how the new responsibility affects them.
I have curiously observed
Curiously, I have observed leaders with substantial knowledge and experience. Even with the best intention
fail to avoid the kind of behavior they used to criticize. To become an admired and effective leader, at any level of an organization, is probably one of the most difficult challenging things to do. I have observed people with substantial knowledge and experience in Leadership fail to avoid the kind of behavior they used to criticize.
When looking at research, the prevailing experience of employees is that most managers do not have the talent to manage effectively. Despite the massive information flow on Leadership, bad Management appears to be the dominating rule.
...
Honest feedback is like a valuable gift you get from someone who likes you. It might sound trivial to ask for feedback, but you cannot merely order a person to give this gift to you. Instead, you have to earn it by opening up show you need the feedback and take care of it. It is especially hard for managers to get the feedback they need since subordinates often have the genius to filter out some criticism.
My Marcus Buckingham “Source "Source of truth for my reaction”reaction."
It is easy to find a lot of writing about the importance of feedback. In literature
...