I have a policy, when battling with a bureaucracy, of referring to myself in the plural and citing “our policy.” They argue “our policy is X,” and I say, “Sorry, can’t do that, it’s against our policy.” It sounds wack but it works — because you’re not an individual asking for something, you’re an organization making factual statements. Today brings a new arrow for my rhetorical quiver, thanks to Cheryl Sandberg: “We don’t always get it right.”