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By Marco Ripanti

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Instead, they grow increasingly frustrated and paralyzed. They almost never feel fulfilled by their work. Their organizations, their teams, and their own careers falter. People who live Above the Line accept the fact that they are, and must be, part of the solution. They focus on what they can do rather than on what they cannot do to get results. They look for creative ways to deal with obstacles, which they view as opportunities to make great things happen rather than as excuses for failure. Above the Line, people move forward, get results, and feel satisfied in their work.

Any variance from the preplanned route could cost the sales associates their jobs. With advance warning prior to each planned store visit, the area’s sales associates would scurry around erecting knock-their-socks-off merchandise displays to give the appearance that the brand was being promoted in the intended way, only to see these displays dismantled within hours of the store visit. On top of that, associates were told never to raise any thorny issues or problems during the visit, for management was not coming to solve problems but to see that everything was going as planned.

KELLI VALADE, chief operating officer, Chilli’s Grill & Bar “Change the Culture, Change the Game gets right to the heart of what it takes for organizations to succeed and provides an invaluable guide to safely navigating the economic turbulence of our time. ” —MARTIN C. LOWERY, chief learning officer, Apollo Group, Inc. “You’ve cut the costs, optimized the process, and taken other steps toward improvement, yet the desired results remain elusive or hard to sustain. Connors and Smith make a compelling case that the reason is staring leaders right in the face: it’s the culture.

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