Chapter 5. Systems Speak

The greatest problem with communication is the illusion that it has been accomplished.

—George Bernard Shaw

If what leaders do communicates powerfully, their power is rivaled only by that of the systems infrastructure.

The systems infrastructure is like the plumbing, electrical, heating, air conditioning, and framing systems in our homes. In our businesses, it includes all of the processes, systems, structure, policies, procedures, and programs that govern operations. It includes workplace architecture, the physical environment, organizational structure, pay systems, measurement systems, goal setting, succession management, financial and planning processes, employee benefits, resource allocation systems, information systems, ...

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