"I’ve read that setting ambitious goals is a great way to motivate employees, so I’ve done that—we have high standards for receiving and shipping, store cleanliness, customer service, sales, and community outreach. For the most part, the goals are working well. I measure the store’s performance using a balanced scorecard, and performance on all dimensions has increased significantly. However, my employee Chooli told me the other day she’s completely stressed out and is thinking about quitting. Chooli is a great asset to the business. How can I address her concerns?"

two years ago, when picking flowers in the mountains back of yosemite valley, i found a book. it was blotted and storm-beaten; all of its outer pages were mealy and crumbly. the paper seemed to dissolve like the snow beneath which it had been buried, however; many of the inner pages were well preserved. and although all were more or less stained and torn, whole chapters were easily readable. this is the condition of the great open book of yosemite glaciers today; its granite pages have been torn and blurred by the same storms that wasted the castaway book.

two years ago, when picking flowers in the mountains back of yosemite valley; i found a book. it was blotted and storm-beaten, all of its outer pages were mealy and crumbly. the paper seemed to dissolve like the snow beneath which it had been buried, however, many of the inner pages were well preserved. and although all were more or less stained and torn; whole chapters were easily readable. this is the condition of the great open book of yosemite glaciers today, its granite pages have been torn and blurred by the same storms that wasted the castaway book.