We all have the challenge of matching what we know (in our heads) with the reality of the world (outside our heads). We begin to tackle this task as soon as we are born and it should never stop. We get to an approximation that is generally borne out by colleagues and media. Unfortunately gaps can open up and we can struggle to maintain our touch. For instance, a senior police officer was surprised to realise that the attitude of the commissioner showed up in the behaviour of front line officers. Similarly, managers often struggle to see that the quality of their thinking is reflected in the quality of their organisation’s service delivery.
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