By GERALD W.: LYLES, RICHARD L.: PHILLIPS, WILL FAUST

The authors of this article current a seven-step technique for challenge fixing that readers can use to reinforce their very own skill to strengthen optimum options to difficulties, get humans to interact, and convey wanted effects for his or her companies and consumers.

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The community example is similar. We have all known people who go through the motions of citizenship, and we have all known some who go the extra mile. They work to learn about and to inform others about issues and candidates. They help establish the recycling program and are active in a neighborhood watch program. They campaign for officials and policies they believe in. They work for and act and feel responsible for the "success" of their community. Responsible leaders focus their colleagues' attention on results.

But of most concern to us are managers who can't manage properly because they've become conditioned not to accept responsibility. " And again, the list goes on. As long as we can say that the shortcoming occurred through some fault other than our own, it has become generally Page xvi accepted practice to produce shortfalls. If heads of government can do it, if legislatures can do it, if the medical profession can do it, then why shouldn't we all do it? After all, we're just ordinary people out to make a buck and maybe get ahead in the management profession.

She proceeded to take care of the client by some obvious efforts to make amends. When she hung up, she said she could have come up with several reasons why the shipment was late, but she couldn't use them in no-excuses month. The customer with the late shipment later wrote a letter to the company president commenting on the great service he had received in solving his problem. He said it was refreshing not to get the standard list of excuses and he appreciated the no-nonsense approach that was used.

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