Chapter Seven
Holding Up the Mirror
Presenting the Feedback
 
 
A change of the heart is the essence of all other change, and it is brought about by the re-education of the mind.
—Emmeline Pethick-Lawrence
 
 
In Walt Disney’s Snow White and the Seven Dwarfs, the wicked queen self-confidently demands of her magic mirror, “Mirror, mirror on the wall, who’s the fairest of them all?” When, to her horror, the mirror brusquely reveals that her beauty has been surpassed by Snow White’s, the evil queen flies into a rage and plots her revenge. In our opinion, the mirror’s manner of presenting the feedback had a great deal to do with the queen’s reaction.
Imagine a similar situation: a manager who was reluctant to engage in the process in the first ...

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