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Interpersonal Relationships is the “symptom.” In order to understand why people are not getting along, we need to go “one level down” on the Alignment Model. The first level is “Procedures.” When diagnosing team dynamics and trying to understand why relationships are strained, the first question is whether or not people are following the procedures. You keep going one level down until you find the culprit.

Elisabeth Swan

Elisabeth is a Managing Partner at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.