Thật không may, giống như một virus không mong muốn, họ dường như đã lan truyền bản thân xung quanh hầu như tất cả các tổ chức. Như Alistair Mant quan sát cách đây hơn hai thập kỷ, có một số đáng lo ngại của các nhà lãnh đạo độc hại và các nhà quản lý, người dường như tồn tại và phát triển mạnh, | 102 MAXIMUM PERFORMANCE you think because you know that you are right and they are wrong. Let s see how this dialogue might progress from here. But we ve put in more than four months of training on the system we ve got. People have got used to it and won t want to change again so quickly. I don t agree. We ve got to keep pace with change. If people don t like it they ll just have to lump it. I think we need to carry people with us not ride roughshod over them. Well if they re not with us they re against us and no one s irreplaceable you know. Well I think you re wrong our staff are vital to this organization and I m not going to support your suggestion. Look you re missing the point here. If we don t get this new system in place soon we ll all be out of a job in interruption . . . . And you don t appear to understand that blah-blah-blah . Thus we can see that the first answer is confrontational and this dialogue will continue on its merry way until one or both people lose their tempers. The second answer represents the widely used Yes but . approach. Let s see how this dialogue might progress. But we ve put in more than four months of training on the system we ve got. People have got used to it and won t want to change again so quickly. I hear what you re saying but surely it will benefit us all in the long run if we move to the new system now. We ve got to keep pace with change you know. Yes but if you put our staff offside they may start leaving and then we ll have real problems. Yes but we ll have even more problems if we don t keep pace with change. Yes but not as big as the problems we ll have if staff starting leaving. Yes but blah-blah-blah . . . Like the first dialogue this one will continue until one or both people lose their tempers. Although it appears to be polite Yes but . is a COMMUNICATION AT WORK 103 facade. It actually means I still don t agree with a word you are saying you moron so why don t you shut up and listen to my ideas Yes but . .
