Table of Contents

About the author ix Acknowledgements xi Introduction xiii 1 Feedback is broken 1 2 The cost of poor communication 21 3 Why don't we have the conversation? 27 4 Understanding the 'real truth' 37 5 Having the conversation 53 6 It's all about safety 77 7 Own your stuff 99 8 The Board of Directors in your head 113 9 Climb out of the thinking trap 135 10 Embedding 'remarkable' in your organisation 149 11 Do the work 175 Index 179

About the Author

GEORGIA MURCH has over 20 years' experience working with public and private organisations. She has worked in consulting, designing and facilitating leadership and culture change as well as with customer-focused programs.