Normalization of Deviance: A Silent Profit Killer
With Tony Gonzalez, Garage Composites
Keyword(s)
Tony Gonzalez, MDCE 2018, Leadership, MRAA Conference, Normalization of Deviance, A Silent Profit Killer, Dealer Week, Dealer Week 2018
WALK AWAY WITH: The Five Styles of Leadership that can be used to overcome Normalization of Deviance.
Description
The normalization of deviance played a major role in both NASA Space Shuttle disasters, the events of 9/11 and many other major catastrophes. And it’s at play in every facet of your dealership, eroding profits and undermining your success. Let’s take management, for example. As a Sales Manager, do you consistently find yourself telling your staff to “greet that person” or “follow up with that lead?” As the General Manager, do you walk by your Pro Shop and see your staff standing behind the counter, staring down at a computer while there are customers trying to choose between two brands of ropes? As the owner, do you pick up trash throughout your dealership that is in the direct path of almost everyone working for you? If you answered yes to any of these, you are not alone. During this course, you’ll learn the definition of normalization of deviance and how to find it and address it in your dealership.
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With Tony Gonzalez
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