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A while ago, when I was in a role which meant I worked very closely with the management team, we messed up. The precise details elude me but suffice it to say that a group of the consultants we were responsible for were going to have a really bad couple of days dealing with some very upset families. Characteristically this information came to light late one afternoon, and having run things through with me, one of the service managers started to compose an email to the lead consultant, telling them about the situation and how we intended to help them with what was going to be a difficult response. “What are you doing?”, asked the senior manager. After a short explanation, the senior manager said: “No. That’s not email information. That’s face to face. You go and find them, and talk with them. Do you want me to come with you?” It was at this point that I understood …