How we communicate and why it matters

Leaving the Catbird’s Seat

Leaving the Catbird’s Seat

As I watched the fear generated by the attacks in Paris morph into fear of Syrian refugees in America, I was curious to know more about Americans’ reactions to immigration over the years. When did it begin? At what point were there so many new arrivals...

Customer Service and Michael Moore

Customer Service and Michael Moore

Twenty years ago, filmmaker Michael Moore launched a show called TV Nation. I vividly remember the CEO Challenge episode. He stood outside of corporate headquarters and called for CEOs to perform tasks appropriate to the products they sold. He wanted the...

Navigating Signals. Reading Signs

Navigating Signals. Reading Signs

Travel is exhilarating. But it takes work to find your way and get where you want to go.In those rare moments when signs and signals are obvious and clear, it’s a real treat.So it was in London last week. My third visit, my daughter’s first. We wanted to...

Another Polar Vortex? Time to reread The Tempest.

Another Polar Vortex? Time to reread The Tempest.

It’s been quite a year: Record cold, snow and ice throughout the eastern U.S. California faces catastrophic drought; southern England was battered by wind and rain; volcanoes devastated Indonesia. And high above the earth, clear air turbulence played havoc...

Nelson Mandela: forgiveness, strategy and virtue

Nelson Mandela: forgiveness, strategy and virtue

I’ve always thought of forgiveness as a virtue, something that good, moral and kind people do better than the rest of us. Nelson Mandela showed me a different perspective.Before the extensive coverage that followed his death, I knew he forgave his enemies...

Exceptionalism. It’s always been a tough slog.

Exceptionalism. It’s always been a tough slog.

Dear President Putin,First, thanks for trying to get the chemical weapons removed from Syria. Infinitely better than an American air strike.But I’m writing in reference to your comments about American exceptionalism.When I first read yesterday’s op-ed,...