The wisdom of the long-distance train conductor

Why would giving a train passenger a quiz question make them more likely to accept an excess fare? And what can that teach us about how to communicate bad news more effectively?Procedural justice is the ideas that the process - how decisions are made and how people are treated - is more important to public trust than the actual outcome. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit simonbaugh.substack.com