Most of what's written on the subject of service improvement tells us that what works in one setting is unlikely to work in another. At least not without some modification. Consideration of context is as important as programme design when facilitating change.
Emotional intelligence enables the leader to humanise the connection between the goal for improvement and those implementing the changes. But sometimes the voice of the system can thwart even the most engaging of leaders. Ever experienced that? No matter what you do, the team just can't move forward?