Thomas B. Reed

“methods. For instance, at Deloitte Consulting, the largest tax and financial services company in the world, employees are trained in a curriculum named “Moments That Matter,” which focuses on dealing with inflection points such as when a client complains about fees, when a colleague is fired, or when a Deloitte consultant has made a mistake. For each of those moments, there are preprogrammed routines—Get Curious, Say What No One Else Will, Apply the 5/5/5 Rule—that guide employees in how they should respond.”
― Charles Duhigg, The Power Of Habit: Why We Do What We Do In Life And Business