The people on the receiving end of a decision, whether customers, employees, or communities, rarely see it the way the people making it do. I help leaders see what things look like from the ground: the cultural, social, and psychological dynamics that decide whether people trust something new enough to adopt it.

Compassion is a practical skill in this work. Taking people’s concerns seriously is how you find out what’s really in the way.

See how I think about the people side of change.