Normalization of deviance refers to becoming blasé about counterproductive behavior or activities. The concept applies to processes that become ingrained in a team even though they contribute to negative outcomes, such as slipping deadlines. Employees become so accustomed to the deviance that, to them, it seems normal.

People tend to see their circumstances as more unusual, difficult, or troublesome than anyone else’s. As a result, by asking about their problem, priorities, or responsibilities, you can gain important information about their situation and how they perceive it. Here's one question to learn a lot about your customers.

In their rush to solve a problem, teams often overlook conventional methods in favor of out-of-the-box ideas. But sometimes, the old standbys—thinking first, reviewing criteria, and asking questions—work the best. Before jumping to creative tactics, start by examining the possibilities readily available inside the box.