CHAPTER 3What We Need: TheSatisfaction Triangle
Has this ever happened to you? You are embroiled in an argument about a matter that is important to you and also to an employee. After several back-and-forth exchanges, you finally say, “Okay, then, we’ll do it your way.” You do what you can to give that employee exactly what he is asking for, only to find out later that he is still ticked off. You are left wondering, “What is his problem? Isn’t he ever satisfied?”
On the other hand, you may have had another experience as well. An employee storms into your office, upset about a policy that, as far as she is concerned, just isn’t working. You listen. ...
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