“We don’t have any binder full of best practices for you. You are it. If you don’t want to change the world—go home.”
—Brett Wheatly of Ford Motor Co., to the first candidates for coaches of the fledgling Consumer Experience Movement (CEM) program

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.