In Switch, the Heaths show how everyday people – employees and managers, parents and nurses – have united both minds and, as a result, achieved dramatic results:
– The lowly medical interns who managed to defeat an entrenched, decades-old medical practice that was endangering patients
– The home-organizing guru who developed a simple technique for overcoming the dread of housekeeping
– The manager who transformed a lackadaisical customer-support team into service zealots by removing a standard tool of customer service
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