Lip service plagues individuals and organizations alike. Companies give lip service to improving diversity, developing employees, or improving customer service, yet nothing much seems to change. People don’t fair any better. We make commitments and then happily look for excuses to put off our responsibility, approve an idea in a meeting only to criticize it later, or accept higher standards with a smile, but only perform when the boss looking over our shoulder.
Turns out if you want to deal effectively with lip service, you need to have honest conversations about accountability. But it gets trickier. You also need to do that in a way that isn’t going to make the “lip server” uncomfortable or subversive, and will actually motivate them to honor future commitments. That’s where our courses come in.