…..be intellectually honest about what is really going on. We all have a tendency to hear what we want to hear, and our filters make us listen for the data that confirms our preconceived opinions. It takes mental discipline to allow oneself to hear and understand what is really going on. Keep in mind that there is nothing as useless as solving the wrong problem.
– From TouchPoints: Why the interruptions that drive us crazy just might be the most productive opportunities we have every day (PDF) by Douglas Conant and Mette Norgaard
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