Stories are flight simulators for our brains.
Change is hard because people wear themselves out. And that’s the second surprise about change: What looks like laziness is often exhaustion.
There's no such thing as a passive audience.
When you’re at the beginning, don’t obsess about the middle, because the middle is going to look different once you get there.
What looks like a people problem is often a situation problem.
What’s broken, and how do we fix it?