When you’re listening to someone give you criticism, delving more deeply into feelings is often a really bad move. It can make the criticism last longer and feel worse.

One of my early lessons in leading change came at the age of 19, while working in a program known as VISTA, Volunteers in Service to America. The lesson was this: Leading change is a marathon not a sprint.

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Have you ever wondered where all the customers have gone? Gosh, let’s hope not! But stick with me here. Is acquiring new customers becoming a challenge?

(NIST: Gaithersburg, MD) -- Secretary of Commerce Penny Pritzker recently reappointed Rulon Stacey as chair of the Baldrige Program’s Board of Overseers.