Preface
Over the course of writing this book, I have been asked many times why I am doing this. I have given the matter a lot of thought, and here’s why I believe a book like this needed to be written.
As a human resources and management consultant, I am frequently asked by clients to help them address some fundamental breakdown within their organizations. Sometimes it’s because a senior executive is not managing his team well or keeping his promises. Often it’s a seasoned customer service representative who is refusing to support a new salesperson. And almost every case involves people just not playing well in the sandbox. More often than not, this breakdown is between conflicting functional areas, such as between sales and customer service, ...
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