Chapter Eight
Hard on the Problem, Soft on the People: The True Causes of Workplace Conflict and Stress
The line between good and evil lies in the center of every human heart.
—Alexander Solzhenitsyn
Myron Tribus, one of the grandfathers of lean manufacturing and process improvement said, “The job of management is to remove barriers to pride in work.”
In the reflective thinking pattern one assumes that people want to be part of a functioning, healthy work group, and have an intrinsic desire for achieving reasonable goals and meeting the expectations of their customers and supervisors.
Although this innate drive can be, and often is, extinguished by poorly designed systems and climates of hostility and disrespect, it can also be reactivated ...
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