Ship Incorrect Quotes

it’s common for adults to be incorrect in their assumptions about what’s making it hard for a child to meet an expectation. If you enter the Empathy step quite certain that you already know his concern, you’re at risk for perfunctory drilling and/or for steering the ship toward a predetermined destination. But

This means I can call up a client and say, “The bad news is that your buyer backed out because he decided to join a competitive curling team in Moscow. But! The good news is I got you another offer!” The bad news is instantly replaced by the good news. For people who sell other things, this could mean that a product won’t be ready on time or an order was placed incorrectly. Instead of calling up your customer and dropping the bad news, take time to think about what little surprise you can add to remedy the situation and maintain the relationship. “I’m so sorry that your order won’t be received on time. Please know that I’ve reduced my commission to make this a better deal for you, you get free shipping, and 20 percent off your next order.” Sometimes surprise comes in the simple form of exceeded expectations.

One of the case studies in the above-referenced “Representations of Colonialism” is the popular 2002 strategy game Puerto Rico, in which players take on the role of Spaniards newly arrived on the island of—you guessed it—Puerto Rico, all seeking to create plantations and extract as much indigo, sugar, tobacco and coffee as possible to ship back to the European homeland. To get ahead, the authors note, each player “needs a number of the small black discs that come into the game each round. In the game rules, these are referred to as ‘colonists,’ but in practice and from the historical background, it is clear that these discs represent slaves. In addition, there are no mechanisms in the game for slowing down growth or penalties for extracting resources too quickly or using ‘colonists’ too intensively. There are numerous exchanges in various discussion forums pointing out how politically incorrect the game is, and some players feel uncomfortable with the game for this reason.” Nevertheless, the game is ranked in the top fifteen worldwide.