Sales and Service Excellence: “Building Trust: Communicate Effectively”

Two years ago BP CEO Tony Hayward inadvertently got his wish when, in the thick of the Deepwater Horizon dis- aster, he told the press, “I want my life back.” He was soon sacked. In the bat- tle for public opinion—for trust, support, the benefit of the doubt—Hayward lost. It was a massive failure of leadership. And it began with a failure of communication and a failure of discipline…

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