Page 164 - The Starbucks Experience

Embrace Resistance

™
Black Apron Exclusives line, Elephant Kinjia. (The name
kinjia comes from the Swahili word for “path.”)
While the path of an elephant may not be easily diverted,
most other forms of resistance can be resolved through active
listening and a commitment to use feedback for long-term
growth. Great leaders drop the defensiveness and open their
ears and minds to the input of others, accepting resistance as
a valuable developmental tool.

Create Your Own Experience

• How willing are you and your business leaders to listen
to the criticisms of others?

• How seriously do you take problems, and how early do
you bring in your critics for problem solving? 149
• When do you avoid people because of the fear that
interactions with them will be unpleasant or conflictual?

• Think about how often you say no at work. In what
situations could you have created a possible yes, or at
least a maybe?