Lots of us have expertise in particular areas. Becoming an expert in something means that we become more and more fascinated by nuance and complexity. That's when the Curse of Knowledge kicks in, and we start to forget what it's like not to know what we know.

What looks like a people problem is often a situation problem.

What’s broken, and how do we fix it?

Knowledge is rarely enough to spark change; it takes emotion to bring knowledge to a boil.

Change is hard because people wear themselves out. And that’s the second surprise about change: What looks like laziness is often exhaustion.

The first problem of communication is getting people's attention.

Just look for a strong beginning and a strong ending and get moving.