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" All businesses and jobs depend on a vast number of people, often unnoticed and unthanked, without which nothing really gets done. They are all human and deserve respect and gratitude. "

Margaret Heffernan

People

Respect

Gratitude

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Margaret Heffernan

Paper

Stress

" A great advantage of a large corporation is supposed to be the large pool of talent in which its leaders can find and groom high achievers and successors. "

" Those in powerless positions aren't about to complain about bullying bosses, abusive supervisors or corrupt co-workers. There is no safe way to do so and no process that promises redress. "

" Many CEOs and leaders think that silence is indeed golden, that consensus is bliss. It is - sometimes. But more often what it signifies is that there are no respected processes for surfacing concerns and dissent. "

" Customers who have to come back and spend, or customers who just don't want the hassle of leaving - those are the ones who are most worth attracting. "

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" One of the sad truths about leadership is that, the higher up the ladder you travel, the less you know. "

" When you use words loosely, without care and consideration, you erode trust in yourself and in what you're saying. When you squander words, you diminish your power. "

" Clearing your head of distractions in order to notice and understand the people you are with can feel inefficient - there are so many other people and issues to think about. But being present makes you effective. "