We are all members of the public. So an “us vs. them” attitude is not only unnecessary, it makes everyone’s life harder.

It’s amazing how the simple act of listening can break down obstacles and lead to positive change. Pam uses the story of how she helped transform the UK rail industry as an example of how resistance to change and bureaucratic inertia actually worked against the public good by turning every discussion into a fight. And then how she was able to overcome this and help make the UK system one of the safest in the world.