The message and the messenger

If your job is giving people good news, it doesn’t necessarily mean you’re doing a good job.

And the opposite is also true.

Often, we conflate the situation with the people involved, but that’s a trap. Our job isn’t to make people happy, it’s to create the promised change with care and professionalism.

Going to the dentist hurts less if you have a dentist who cares about you and the process.