ABSTRACT
The notion of involving employees in the process of decision making works especially well when the employees are curious and motivated to learn. The process of developing pattern recognition is often unconscious. Risk is significantly reduced when leaders intentionally challenge their own thinking. Keith's cynicism kept him from seeing things clearly. Keith's behaviour as Chief Executive officer was motivated by his own self-interest, though not in the most obvious way. In contrast, successful people who are more grounded and less defensive, and who have a growth mind-set, talk about failures and setbacks as inevitable. The notion that good people will not give in to a bad environment or pressure is untrue. Zappos and the Four Seasons have done a good job of hiring well and creating an environment that not only provides external rewards for doing a good job but also encourages and celebrates the intrinsic rewards in doing so.
