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The Discomfort Zone by Marcia Reynolds

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Chapter TwoWhat Comes First

“You can’t fake caring.”

Len Roberts, Former Chairman and CEO of Radio Shack

I had been listening to my client, the CEO of a chemical company, complain for at least five minutes. His employees didn’t care, his administrator was incompetent, the economy was a disaster, his customers were idiots, and the traffic was out of control. When I felt I had an opening, I said, “Wah, wah wah.”

He said, “Oh my God. I sound like that?”

“Ed, name one thing in our life right now that you are excited about. What is one thing that makes you smile? Better yet, what is one thing that makes you laugh out loud?”

“I’m being an ass, aren’t I?” he said.

“I think you aren’t aware of who you are being at all, at work or in your life. What are ...

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