Solutions to problems are like keys in locks; they don't work if they don't fit. And if solutions aren't the right ones, the problem doesn't get solved. This book is about problems that arise because people aren't doing what they are supposed to be doing or what you would like them to be doing. It describes each of a series of questions to ask when faced with this sort of "performance problem," and offers a quick-reference checklist to help you determine what sort of solution is most likely to work.

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