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Chapter 8. Implement > Step 3. Follow-Up and Learn

Step 3. Follow-Up and Learn

Your evaluation will suggest if any follow-up activity is needed. Clearly, if the outcome is off-target, remedial action is appropriate. Even if a dispute is reconciled constructively, some monitoring and reinforcement helps assure that commitments will be diligently kept.

To catch disagreement before it escalates into conflict, you may want to design formal systems for airing grievances. In families, this can be as simple as a weekly roundtable where parents and children can discuss anything that feels off. Organizational justice systems include supervisory training in managing disagreement, a grievance appeals process, and use of an ombudsman. Empowered to speak with everyone, including top executives, the ombudsman cannot mandate action but helps clear up misunderstanding.


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