Lots of happy talk from senior management helps avoid complacency.

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Exhibit 18.8 shows some common reasons for complacency, including too much happy talk from senior management. To stop complacency and create urgency, a manager can talk candidly about the organization's weaknesses compared with competitors, backing up statements with data. Other tactics include setting stretch goals, putting employees in direct contact with unhappy customers and shareholders, distributing worrisome information to all employees instead of merely engaging in management happy talk, and eliminating excessive perks.Refer to Exhibit 18.8

Lots of Happy Talk from Senior Management Helps Avoid Complacency