Career

You Saw the Architecture Before You Had the Words for It

There’s a specific, disorienting moment that shows up in public-sector work more often than we admit: You walk out of a meeting knowing something is wrong with how the room just made a decision, and you cannot yet say what. Not “I disagree with the outcome.” Something structural. A shape you registered before you hadRead… Read more »

Are You Validating Your Constituents’ Concerns?

Nobody remembers the routine customer service interaction where everything goes exactly as expected. But people do remember the moments when something goes wrong, especially if the issue is handled poorly. That was the central message of the recent GovLoop CX Community of Practice virtual discussion, featuring Laurie Brown, CSP,communication skills expert and author. During theRead… Read more »