Thanks to the Covid-19 pandemic and its resulting quarantine, Douglas Conant and Mette Norgaard’s book, TouchPoints, has taken on even more significance than it originally had when first published in 2011. During these unpredictable times, the manner in which people communicate has changed. Video conferencing has become the “new norm”, and many people are having to learn a new set of skills to adapt.

However, at the end of the day, TouchPoints offers a nice reminder that communication in its most basic form never changes. Putting aside 21st century technology, TouchPoints offers several timeless pearls of wisdom for small business owners and organizational leaders:

  1. Leaders must understand human nature and the nature of change in order to lead effectively.
  2. Never stop building relationships. Every interaction involves human beings who have their own priorities, anxieties, hopes, and dreams. Listen!
  3. In a rapidly changing business environment, it is neither the strongest nor the most intelligent who survive—it is the most adaptable.
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