Successful transformational leaders [commit] to an on-going communications and listening campaign so people know what’s going on and know how they might contribute to the transformation effort – and know that they are invited to do so [and] must be ready to open up the floodgates so managers and employees closest to the client interface can surface … tensions and discuss them openly. While this might not resolve the tensions and paradoxes, it enables people to at least acknowledge that they exist, have their concerns heard, and discuss proactive ways forward together.