xxx) Presenteeism

Not understanding presenteeism or phantom absenteeism, ie staff are physically at work but their minds are elsewhere. An alternative expression: staff have "retired at work"!!!!!!

. Not understanding the most effective way people perform and/or learn, ie visual, auditory or kinaesthetic

. Not learning to take the heat and receive people's anger in a way that does not undermine the change initiative. Receiving people's anger without becoming personally defensive generates trust.