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40 years with Toyota, founder and the first president of Toyota China. Show notes: https://www.leanblog.org.409 My guest for Episode #409 of the Lean Blog Interviews podcast is Ritsuo Shingo. I first met Mr. Shingo at the Shingo Institute Annual Conference in 2009 when my book Lean Hospitals received the publication prize that's named after his father, Shigeo Shingo. I was also blessed to have time to speak 1x1 with Mr. Shingo, thanks to our mutual friend, the late Norman Bodek, which included discussions about the need for mistake proofing in healthcare -- very vivid memories for me. Ritsuo Shingo is an expert in leadership with more than 40 years of experience serving at top management positions at Toyota.  He was the founder and the first president of Toyota China. Under his leadership, Toyota China became one of the most successful ventures of Toyota worldwide. Following this success, he was appointed as the president of Hino Motors and then served as the president of GAC-Hino until 2009. Shingo was the translator of the first book on Toyota Production System in English written by his father, TPS pioneer, Shigeo Shingo in 1976.  He applied his father's and other TPS pioneers' teachings into his management practices. Today he dedicates his time to coaching high-level executives as well as teaching the next generation of leaders his learnings from the practice of Toyota style management. He is teaching a virtual master class in leadership and management, which starts this Thursday: Practical Leadership Skills – Microcertification program in Management There will be a discount available for listeners of this podcast - use code 8QQV4AWY0VDF and tell them you heard about it via the Lean Blog Podcast. Disclosure: the NK Institute for Human Advancement offered me a free virtual seat in the workshop. Topics and questions in today's episode include: What was the most important thing you learn from your father? What do you remember about translating the green book? Big misunderstanding… in the West, they thought suppliers should keep big inventory even though Toyota had none Just in time requires local suppliers, frequent deliveries, and high quality You need close relationships with suppliers, win/win collaboration How do you explain TPS? “An accumulation of small improvements” “Wherever you go, workers are not the problem” “It's a management problem, but sometimes they blame workers” He told a plant manager he was “escaping from his responsibility” What is the origin of the term SMED – Single Minute Exchange of Die? What are the golf origins? Should it have been called SDED – Single Digit Exchange of Die, since it means “single digit minutes” not “one minute”? “It's too late” You define TPS as “organisational fitness to adapt” rather than a set of methodologies — what do you mean by that? Please tell us more… “Nobody ever told me what Toyota culture was” — the culture is the people Is a fully automated plant the best plant? No How has Toyota fared so well during the pandemic? Helping the supplier reduce costs together, versus just demanding a lower price (Nissan, Tesla, etc.) Favorite memories of our friend Norman Bodek? Tell us more about the workshop The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more. This podcast is part of the #LeanCommunicators network. 

Author of new book, trainer, consultant My guest for Episode #408 of the Lean Blog Interviews podcast is Katie Labedz, the author of the new book How to Improve Absolutely Anything: Continuous Improvement in Your Home, Office and Family Life. Katie Labedz is a Lean Six Sigma Master Black Belt with over 20 years of experience implementing continuous improvement solutions within non-manufacturing and manufacturing environments.  Her company is Learning to Lean. Katie also has her Master's certification in instructional design, her Project Management Professional (PMP) certification through PMI and is a certified instructor/facilitator through Langevin. Topics and questions in today's episode include: What's your Lean origin story? What did you learn moving from IT to manufacturing to working with Lean in office settings? How is Lean different with “carpet walkers”? How do you define “continuous improvement”? When do you need to take a break from improvement to stabilize things? Lessons from working on virtual improvement this year? Why write the book? Favorite practical tips and tricks (Lean methods at home) from the book? Lessons about motivations and “resistance to change”? The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more. This podcast is part of the #LeanCommunicators network. 

Show notes: https://www.leanblog.org/407 My guest for Episode #407 is Joy Mason, a Strategist, Author, Speaker, and Entrepreneur based in Indianapolis. He is President and Senior Business Strategist at her company, Optimist Business Solutions, that she started after 18 years at Eli Lilly. She is the author of the book The Optimist Workbook: 5 Steps to Sustainable Solutions for Women In Business and also Purpose: A Shift from Driving It to Embracing It. Topics and questions in today's episode include: How Joy got started with continuous improvement Being introduced to Six Sigma first… then Lean tools… then looking beyond the tools How did “scientific problem solving” resonate with scientists (and others) at Eli Lilly? How can you “break down silos” (or is it better to “work across silos”)? “Lean before layoffs” or “Lean instead of layoffs”? What does being an optimist mean to Joy and why is that important? Joy talks about the work she does now, in particular with non-profits The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more. This podcast is part of the #LeanCommunicators network.     

Veterinarian & Entrepreneur, Ivan Zakharenkov, DVM My guest for Episode #406 is Dr. Ivan Zakharenkov, he's a doctor of veterinary medicine and he's Chief Executive Officer at the company Veterinary Integration Solutions. He goes by Dr. Zak for short and he's based in Brantford, Ontario, Canada. I'm joined, as my co-host, by Chip Ponsford, DVM — he was also co-host of Episode #254 with a veterinarian as our guest then, as well. Chip also has a blog called Lean Vets and a book titled Lean Veterinary Practice Management. Today, we all talk about the important issue of burnout — Ivan wrote a whitepaper on the subject and you can download that as a PDF: “Lean Thinking in Veterinary Organizations to Improve Employee Experience.” He also wrote an MBA dissertation of the same name. In that research, he considered a correlation between human and animal healthcare and proposed that lean thinking can help reduce burnout. This is a topic that we've explored twice on the podcast with Dr. Paul DeChant, looking at it in the realm of “human healthcare.” I agree that Lean can be part of the solution, in these settings and elsewhere!! Topics and questions include: Tell us about your background as a veterinarian and entrepreneur How did you get introduced to Lean? The Goal by Eli Goldratt John Toussaint, MD and the Catalysis Summit How bad is the burnout problem? Is it worse for women? Female vets 3.5x rate in society, male vets it's 2.5x Spectrum of burnout? What is compassion fatigue vs. burnout? “Compassion fatigue goes away on vacation, burnout is deeper” What other conclusions did you draw from your dissertation? What are the six triggers of burnout? How does Lean address burnout? Lean as a technical and social system?

I interviewed Adam a year ago... and his concept (The Wheel of Sustainability) is now a book! Check out the original episode and enter to win here: https://www.leanblog.org/2020/03/podcast-362-adam-lawrence-on-kaizen-events-the-wheel-of-sustainability/

CEO at DeondraWardelle.com, Co-host of "KataCon7" For show notes and discount codes for KataCon7 and for Deondra's workshop, go to http://leanblog.org/405 or scroll down. My guest for Episode #405 is Deondra Wardelle, CEO of her own company and one of the hosts of next week's virtual KataCon7 event. She is, among other things, a Visionary, Coach, Strategist, Speaker, Consultant, Kata Geek, Leader of the #RootCauseRacism Movement. Her mission is developing a world of problem-solvers. You can register for 10% off of KataCon7 by using code LF10 (thanks to Lean Frontiers for that code). Deondra is also doing a Strategic Vision Board Workshop on Saturday and you can register with a 20% discount by using code LEANBLOG. In today's episode, Deondra shares how and why she became a “Kata Geek” and how that built upon her continuous improvement foundations from her time in manufacturing. We'll talk about the similarities with Lean across industries (“it's always going back to the people”) and what “Respect for People” means to her. Deondra shares stories about how Kata helped her become a better manager — less of a micromanager. We also discuss communities including Lean Communicators and Women in Lean. All of that — and more — in this episode… released early because of the timing with these two events — KataCon7 and Deondra's workshop. The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more.  

Senior Director, Enterprise Continuous Improvement at Cleveland Clinic Show notes: https://www.leanblog.org/404 My guest for Episode #404 is Nate Hurle, a Senior Director of Enterprise Continuous Improvement at Cleveland Clinic. He was previously a guest on Episode 282. He was also recently a virtual keynote speaker for the Society for Health Systems annual conference. Today, Nate shares stories and reflections from the past year — the pandemic year — and how Cleveland Clinic quickly stood up drive-thru testing, how they built a 1000-bed hospital (that thankfully wasn't needed), and how they've been ramping up Covid vaccination. What happened when Nate got a surprise phone call about the need for testing to be up and running “in a few days.” Why was the approach of “get it up and running… then make it better” a useful one and how were mockups and other methods used to put safety first, given the cars and people on foot. How did they utilize effective standardized work and training methods, huddles, and continuous improvement methods? Why was the question of “What's the most important problem to solve?” such a useful one? How are they balancing the need for higher throughput with having a patient experience that's not too rushed? How did Cleveland Clinic get so much done in such a short period of time, and what were the lessons learned that could be applied in more normal times? Why is Cleveland Clinic now looking to continuously improve (again) their Cleveland Clinic Improvement Model? We also chat a bit about their adoption of “Process Behavior Charts” (as I have written about) and we'll talk about that more in a future episode. Thanks for listening! Please subscribe (or follow), rate, and review!

Show notes: https://leanblog.org/403 My guest for Episode #403 is Arnout Orelio, author of the book Lean Thinking for Emerging Healthcare Leaders: How to Develop Yourself and Implement Process Improvements. Arnout is from the Netherlands, but we have crossed paths a number of times when he and many of his Dutch colleagues have come to the U.S. for events like the Lean Healthcare Transformation Summit, produced by Catalysis. His book, written in English, has a lot of great lessons for leaders and Lean practitioners in American healthcare and beyond. He has also written two books in Dutch. Arnout and I have strikingly similar professional backgrounds and paths, which we discuss in the episode. We are both engineers who progressed from the automotive industry into healthcare. We talk about how he shifted into healthcare (in 2005, same year as me) and how this experience has reinforced that: “Leadership is not a person, it’s a process. Everyone can be a leader if you want to change something.” We talk about the differences in the Dutch healthcare system, at a high level, and the similarities in how Lean can be applied. We also discuss topics near and dear to my heart: Why Lean should keep employees (and patients) happy Process Behavior Charts Training Within Industry / Job Instruction Eliminating overburden for healthcare staff (see the first bullet point) The relevance of TWI to Covid vaccination Here are his website and his publisher's websites, so please take a look. The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more. This podcast is part of the #LeanCommunicators network. 

Founder & President, Jay Hodge & Associates Show notes: https://www.leanblog.org/402 My guest for Episode #402 is Jay Hodge, the founder and CEO of Jay Hodge & Associates. He has over 25 years of operational leadership experience in companies such as Toyota, General Motors, Caterpillar, and Tenet Healthcare. Jay is also the author of The Lean Treasure Chest.   We talk about Jay's career — going from teaching the Toyota Production System at General Motors to then actually going and working at Toyota. What did Jay first learn about “efficient operations” and leadership in the United States Marine Corps? What did Jay learn about culture and servant leadership? What was the most difficult thing about leaving Toyota and going to other environments, including healthcare? How do we teach somebody to manage and to lead instead of just promoting them? The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more. This podcast is part of the #LeanCommunicators network. 

Co-author of the book Personal KanbanShow notes: http://www.leanblog.org/401My guest for Episode #401 is my friend Jim Benson, who you might know as the co-author of the book Personal Kanban (and we talked about that in Episode 155, back in 2012). He was also a guest on Episode #4 of "My Favorite Mistake" with me.We recorded this using the LinkedIn Live platform. Jim and I have talked a lot (and collaborated) over the years, so we intentionally went into this conversation without much of a plan.The main theme is "humane management," a phrase of Jim's that I really like. We talk about workplaces, psychological safety (listen to my episode with Amy Edmondson on that), learned helplessness, respect, autonomy, systems thinking, and more.We also jokingly brainstorm titles for a hypothetical podcast that we would do together. He is going to join me and Jamie Flinchbaugh for the next episode of the "Lean Whiskey" podcast, by the way. Is "Mark and Jim's Vomitorium of Management Ideas" a good name? Probably not.Jim's company, Modus Institute, has a new "Lean Agile Visual Management Certification and Accreditation Series," so please check it out.The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more. This podcast is part of the #LeanCommunicators network.  

Author of the newly-updated book, available now. Show notes and more: http://www.leanblog.org/400Wow, 400 Episodes!! 400 episodes in roughly 15.5 years… that's about 800 weeks, or one episode every two weeks, on average, over that time. Thanks again to the late Norm Bodek for the idea to get this podcast started, as I talk about in this memorial video. Thanks to everybody who has listened or participated as a guest!!My guest for Episode #400 is Jeffrey Liker, the retired University of Michigan professor who has recently released the second updated and revised version of his seminal book The Toyota Way: 14 Management Principles from the World's Greatest Manufacturer. The new edition has more examples from the service sector, including healthcare, and it incorporates “Toyota Kata” approaches (and he credits his former student Mike Rother).Today, we talk about why he wrote a new edition and what he's learned since the publication of the original back in 2004. We talk about combining the perspectives of industrial engineering and sociology — the mechanistic vs. the organic views of a system like Lean/TPS. What is “coercive bureaucracy” vs. “enabling bureaucracy”? What's the difference between “being Toyota” and “emulating Toyota”?We also learn a little bit about the musical instrument that Jeff has started playing again. We need to form a Lean band! Maybe not.The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more.This podcast is part of the #LeanCommunicators network. Jeff was previously a guest on episodes 3, 4, 37, 39, 41, and 111

Lesa is the founder of Lesa Nichols Consulting.Show notes: http://www.leanblog.org/399My guest for Episode #399 of the Lean Blog Interviews podcast is Lesa Nichols, a former Toyota and TSSC employer who now works with organizations through her company, Lesa Nichols Consulting.Today, Lesa shares reflections on working closely with the late Hajime Oba. This is the third podcast in a mini series, following my conversations with Steve Spear and with Hide Oba.In the episode, we talk about topics including:Lisa's non-traditional path to TPS: From public relations to the shop floorWorking with plant president (and future company chairman) Fujio ChoChoosing between being a "technical scientist" or a "social scientist" of TPSMeeting Mr. Oba and working with TSSCHelping find American expertise to learn fromBecoming a powertrain production managerKey lessons from working with Mr. Oba:"Managers must fight to have floor time""Safety is an assumed thing?" -- what does this mean?Don't look for waste, look for overburden (both physical and mental)Why is openly admitting mistakes such an important thing at ToyotaWhy Toyota's "soul is around manufacturing"Lesa was also a contributor of a chapter to the anthology book Practicing Lean.The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more.

Co-founders of the firm Integris Performance AdvisorsShow notes: https://www.leanblog.org/398My guest for Episode #398 of the Lean Blog Interviews podcast are Brett M. Cooper and Evans Kerrigan, both co-founders of the firm Integris Performance Advisors. Brett is the President and Evans is the CEO.They are co-authors of a book with a provocative title: Solving the People Problem: Essential Skills You Need to Lead and Succeed in Today's Workplace.When I first heard about the book, I challenged them a bit on the title — is this really a “people problem” or a “systemic problem”? We have a really good conversation about all of that today and they ask a question that resonated with me: “The problem begins with you?” meaning that leaders have to go first…You can learn more via the book's website or Amazon.In the episode, we talk about the DISC-EQ model of emotional intelligence and you can take a free personal assessment via their website, use code LEANBLOG.They also answer questions including:Why do you say “leadership is a relationship?”What are the “essential skills” that leaders need, at a high level?What's “the right kind of disagreement” in a workplace?The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more.

TPS / Lean Consultant based in NYChttps://www.leanblog.org/397Joining me for Episode #397 is Hide Oba. His father was the late Hajime Oba, famous for his work at Toyota and the TSSC, as Steve Spear and I discussed back in Episode #386.Hide worked with his father at TSSC and also worked with him through the company H&M Operations Management, LLC. He is based in New York City. He says that his mission is to continue spreading his father's wisdom and I appreciate him doing so here with me on the podcast.I asked Hide to summarize his father's life and work and he then talks about some of the unique aspects of his approach.“Going to the shop floor was fun… his hobby.”Hide tells a story about his father telling Bruce Hamilton, “You should do Kaizen, too,” and you can read Bruce's side of the story here.We discuss the balance between asking questions versus pointing people in a direction. Hide says Hajime “never asked people what they should do,” but he asked questions based on his vision.Hajime saw TPS as “management engineering” — being very scientific about creating the right structure that allows you to create a kaizen culture. Hajime was also “careful” about the word “scientific” as it is meant to mean “continuous discovery and learning… understanding why.” Hide says his father was “addicted to learning.” Hajime aimed to always learn from the client.From the new 2nd edition of The Toyota Way (an interview with Jeff Liker about that is coming soon, by the way):“Oba said “TPS is built on the scientific way of thinking… How do I respond to this problem? Not a toolbox. You have to be willing to start small, learn through trial and error.”Hide also talks about how his father visited hospitals in Pittsburgh via Kent Bowen and Paul O'Neill.We also talk about why others have struggled to copy or emulate Toyota. “Stick to Ohno,” says Hide. Solve problems one at at instead of having a big program. He “never asked a company to start by creating a Lean / CI office, sitting and making presentations.” Hajime said the plant manager is the key person, and he would say,“Come with me and let's go through the process together.”Why does the idea of “challenge” not mean “asking people to do things that are impossible?” Why did he “hate giving a format for problem solving?”We discuss all of that and the idea of “respect for people.” Hide says he father taught that we should “respect humanity” — human life is limited and we shouldn't waste it… that's why we do kaizen. He also “saw a lot of waste in his final days” in the hospital.I'm very thankful that Hide can keep his father's work and legacy alive for all of us.The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity and healthcare industries. Learn more.  

Show notes: https://www.leanblog.org/396My guest for Episode #396 is Patrick Adams, the author of the new book (released as a paperback today!), titled Avoiding the Continuous Appearance Trap: 12 Questions to Understand What's Truly Underneath Your Culture. You can learn more about the book at avoidcontinuousappearance.com. Patrick is CEO / Executive Lean Coach with his firm Patrick Adams Consulting Services and host of the Lean Solutions Podcast (and he had me as his guest last year). Patrick served in the United States Marine Corps for 8 years before he was injured and medically retired. He received his Bachelor of Science from Eastern Michigan University and also holds a Master of Business Administration. He's also a Six Sigma Black Belt.In today's episode, Patrick talks about how he got introduced to Lean and connections to McDonald's (and the movie “The Founder“). He then talks about his early experiences as a production supervisor in a plastics plant and an auto supplier. We talk about leadership concepts (including servant leadership) that he learned in the military and we learn the story behind the book and why he wrote it. 

http://www.leanblog.org/rememberingnormanI'm republishing a "remastered" and commemorative version of Episode 1 of this podcast series from 2006.I was incredibly saddened yesterday to hear that Norman Bodek passed away this week. Norman was 88.This was announced through an email from Norman's company, PCS Press.Norman Bodek, famed as “the Godfather of Lean”, inducted into Industry Week's and American Manufacturing's Hall of Fame, published over 250 management books, taught at Portland State University, and created the Shingo Prize at Utah State University. He recently wrote “Leader's guide for social responsibility” and this week published CEO Coaching by Kazuyoshi Hisano.We should all be so fortunate as to be as energetic as Norman was in his 80s. He was an enthusiastic teacher and mentor, but he also had a hunger for learning that was impressive and inspiring.He suggested that we do an “audio interview” series… that became this podcast and he was the first guest. He was the second guest… in fact, he appeared 14 times.I’ve written some additional reflections — you can find those, share your own, and find links to all of his past episodes by going to leanblog.org/rememberingnormanRepublishing episode 1… remastered a bit. Boy, the audio quality wasn’t as good back in 2006… I enjoyed re-listening to this the other day. I hope you will too. 

https://www.leanblog.org/395My guest for Episode #395 is Michael Parent. He is Managing Director of his firm Right Brain Consulting and he is a Lean Six Sigma Black Belt with the AAA Auto Club Group. Michael has a BS in Industrial and Operations Engineering from the University of Michigan and an MBA from William & Mary. Michael and I are both from the same home town, by the way -- Livonia, Michigan.In today's episode, Michael first shares what he learned working for Bridgestone, a "typical Japanese company, " as he puts it. He learned, among other things, that "culture is everything."We then talk about the LSS project that he led in HR and Talent Acquisition for the AAA Auto Club Group. What was the problem statement? "Time to fill" a position. What was the approach for the project? Who was involved and how? What was Michael's role as a facilitator? What was learned about the current state and variation in the work? How were the results and benefits determined? And, what were his lessons learned from this work?His case study is available to read through iSixSigma.com. https://www.isixsigma.com/implementation/case-studies/case-study-streamlining-a-hiring-process/ 

https://www.leanblog.org/394Today's episode, #394, is a little different. I have nine different guests today... not all at once, but sequentially in today's episode.Many people have started podcasts (or similar projects) during the pandemic. I've started two (Habitual Excellence and My Favorite Mistake) in addition to this series that's about to hit its 15th birthday).Some of my guests today started a podcast during the pandemic... some of them were already going. Most of them are doing podcasts related to Lean (and one is a college buddy who has an HR podcast). We've all been part of a formal networking group recently that we call "Lean Communicators." I have experiences to share with them, but I'm also looking to learn from what they're learning as they get started -- what new ideas or best practices was I missing?I talk with each guest about why they started their podcast or video series, what they've learned, and more.My guests and their projects are (in order of appearance):GuestPodcast or ProjectBella EnglebachThe Edges of LeanJon Thurmond The #HRSocialHour Half HourBrian BuckPeople, Purpose and Profits Business Coaching Podcast (and YouTube)Jamie V. ParkerLean Leadership For Ops ManagersBrion HurleyLean Six Sigma Bursts and Lean Six Sigma for GoodDeondra WardelleHigh Five Fridays (and more to come)Paul CritchleyThe New England Lean PodcastSam Morgan90 Second Purpose and C.I. in 5 (YouTube)Patrick AdamsThe Lean Solutions Podcast

https://www.leanblog.org/393Joining me for Episode #393 of the podcast is Woody Zuill, who does "Mob Programming workshops, talks and presentations on agile topics," and "coaches and guides folks interested in creating a wonderful workplace where people can excel in their work, and in their life."I had a chance to meet Woody last year when I saw him speak at an Agile conference and I really enjoyed his perspectives. Woody has also participated quite a bit in a "Lean Consultants Stuck at Home" group that I had organized earlier in the pandemic times.Topics today include "flow" in software development, the difference between "mob programming" and "paired programming," and the "no estimates movement" and why that is important. I hope you'll find this interesting even if you don't work in software. 

http://www.leanblog.org/392Joining me for Episode #392 is Mike Leigh, the President of his firm OpX Solutions, LLC. Mike was one of the contributors, writing a chapter for our anthology book Practicing Lean.Some highlights from Mike's career, from his bio:Began his career as an officer in the US Navy in the late ‘80s, specializing in nuclear propulsion and surface warfareMike spent 13 years with General Electric and held various leadership and senior management positions at several different manufacturing sitesDuring his last five years with GE, Mike was an internal lean consultant and helped over 25 GE factories/suppliers and hundreds of work teams become more productive, reduce costs, and improve their bottom lineHad 45 weeks of training by mentors from Shingijutsu, considered by many as the best Lean consultants in the worldToday, we have a wide-ranging conversation, starting off by talking about the need for leaders to "break down barriers" (and to understand what those barriers really are). What lessons did Mike learn about leadership from the Navy? What leadership behaviors are really problematic? And what are the root causes of those behaviors? We talk about all of this and more.