Thursday, March 18, 2010

Quote of the Day

. . . Managers often feel they've failed when their actions produce complaints and demands. However, the paradox of rising expectations (i.e., revolutions are more likely as social conditions improve than when they're hopeless) suggests that when things get better, employee grumbling persists - and may even get louder - but about a higher level of concern. When this happens, managers can take the same approach therapists do, and see complaints as evidence of progress, not problems. It's not achieving contentment that matters, but improving the quality of discontent.

- Richard Farson and Ralph Keyes, Whoever Makes the Most Mistakes Wins

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