Change is hard because people wear themselves out. And that’s the second surprise about change: What looks like laziness is often exhaustion.
Most analysts are SO SMART and have amazing ideas, but they can't convey their genius ideas to others.
There's no such thing as a passive audience.
The most basic way to get someone's attention is this: Break a pattern.
What’s working, and how can we do more of it?
What’s broken, and how do we fix it?