Boards spend significant time developing strategy and refining process. But for staff, donors, and community members, what often matters most is how those decisions are experienced. In the end, how people are treated is not separate from strategy, it is the strategy.

One of the things I didn’t fully appreciate during my time as board chair was this:

We spent a great deal of time getting the process right.

Agendas were thoughtful.Decisions were debated.Strategy was carefully considered.

From a governance perspective, it all made sense.

But over time, I began to notice something else.

People don’t experience process.

They experience how they are treated.

A decision can be correct on paper and still feel wrong in practice.A strategy can be well-designed and still create friction.A........

© The Times of Israel (Blogs)