"I'm sure it's probably going to happen"

by Seth Godin
This two-part sentence tells us a lot about bureaucracy and the challenge of being in the middle. I heard it twice in one week from hard-working but underpowered people in organizations that should know better. The first half, "I'm sure," is a statement of power. The speaker is trying to establish trust and authority with the customer by owning what is about to be said, speak ...Read the full article