The Change Agent Blog:

Change Agent Briefing: V8 Issue 2


“An Eye for an Eye and a Tooth for a Tooth, Can Leave You Blind and Toothless”. Has the lack of forgiveness for past decisions or perceived wrongs in your organization impeded your ability to move forward in change? If so, this article is for you. Discover why forgiveness has everything to do with you and very little to do with the person who has hurt you.

Download issue in Acrobat Portable Document Format (.PDF)


Audio Excerpt:
“Radio Interview on Forgiveness” (part 1) (0.39 minutes)

“Radio Interview on Forgiveness” (part 2) (7.18 minutes)

“Radio Interview on Forgiveness” (part 3) (9.12 minutes)

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As a result of your work with us, we have made a steadfast commitment to make superior customer service a competitive advantage for our bank. And to date, the results of your program have been remarkable: • Customer complaint letters have declined 90%; • Customer compliment letters have increased nearly 50%; • Regulatory complaints are at an all-time low for our region. We could not have done this without you. I cannot tell you how many people have thanked our executives for bringing this program to Western Michigan. That is amazing considering that this program was “mandatory attendance” – our staff’s excitement about the program is truly a reflection of your talent and ability to hold the attention of a “captive” audience!

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