This week on The Tempered Signal
Citizens Bank’s decision to end lending relationships with two major private prison operators may have been the right one. What caught my attention wasn’t the decision—it was the explanation.
When organizations face mounting external pressure, the public explanation often reveals more than leaders intend. I call this Norman’s Gap: the distance between the pressure an organization is experiencing and the pressure it’s willing to acknowledge.
In this episode, I explore why organizations lose credibility not because they’re under pressure, but because their explanations fail to match reality.
Listen to the three-minute episode below.
