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" Smaller groups of people can establish trusting relationships. "

Patrick Lencioni

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" Clients don't expect perfection from the service providers they hire, but they do expect honesty and transparency. There is no better way to demonstrate this than by acknowledging when a mistake has been made and humbly apologizing for it. "

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" The sad fact is that it would be fair to say that United is a generic, bureaucratic, tired company. A sort of DMV in the sky. No real culture. No real strategy. No real expectations for employees or customers. All of which is a shame. "

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" Trying to design the perfect plan is the perfect recipe for disappointment. "

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" Empty values statements create cynical and dispirited employees, alienate customers, and undermine managerial credibility. "

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" I never accepted the premise that meetings themselves were bad. "

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" You can go to work and actually make someone else's job less miserable. Use your job to help others. "

Patrick Lencioni

" Engaged, enthusiastic, and loyal employees are pivotal drivers of growth and health in any organization. "

Patrick Lencioni

" What's amazing is that so many leaders who value teamwork will tolerate people who aren't humble. They reluctantly hire self-centred people and then justify it because those people have desired skills. "

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" I've seen it again and again in my consulting: Most teams are too large to be innovative, despite their leaders' best intentions. "

Patrick Lencioni

" The kind of people that all teams need are people who are humble, hungry, and smart: humble being little ego, focusing more on their teammates than on themselves. Hungry, meaning they have a strong work ethic, are determined to get things done, and contribute any way they can. Smart, meaning not intellectually smart but inner personally smart. "

Patrick Lencioni

" Life is full of surprises: new opportunities come up; that's part of the fun - the adventure of life. The thing is, chaos doesn't allow us to enjoy the adventure. "

Patrick Lencioni

" I hate touchy-feely things. "

Patrick Lencioni

" Your focus should be on creating an environment where growth can occur and then letting nature take its course. "

Patrick Lencioni

" If you really want to step up your team's creative thinking, take a hard look at how many people you're putting in a room together. More than three to five is probably too many. "

Patrick Lencioni

" Every employee needs to know that there's somebody out there that they serve. And when we don't let people know that for one reason or another, we're depriving them of a fulfilling job. "

Patrick Lencioni

" The problem is too often they are boring, and boring in a meeting happens for the same reason as in a book or movie - when there is not enough compelling tension. Meetings should be intense. "

Patrick Lencioni

" If you're not willing to accept the pain real values incur, don't bother going to the trouble of formulating a values statement. You'll be better off without one. "

Patrick Lencioni

" Too many executives I've met over the years have the mentality of a bodybuilder; they've come to accept the idea that growth is synonymous with success. "

Patrick Lencioni

" I have many times marveled at how I could feel so good about myself while eating peanuts in a middle seat on Southwest Airlines and yet feel so condescended to in first class on United. "

Patrick Lencioni

" At its core, all authentic growth depends on more customers wanting more of what your company offers. Any other drivers - pricing gimmicks, heroic marketing efforts, forced acquisitions - are ultimately destructive. "

Patrick Lencioni

" The best leaders over the long term are those who have a sound home life. "

Patrick Lencioni

" Having to re-recruit, rehire, and retrain, and wait for a new employee to get up to speed is devastating in terms of cost. "

Patrick Lencioni

" What clients are really interested in is honesty, plus a baseline of competence. "

Patrick Lencioni

" Team members need to learn to leverage one another, and that doesn't happen over a golf game or on a phone. It happens by getting together and taking the time to know each other. "

Patrick Lencioni

" God bless those employees at United who somehow continue to be gracious and patient and generous with customers even while bearing the brunt of a broken company themselves. "

Patrick Lencioni

" You have to build trust among team members so that people feel free to admit what they don't know, make mistakes, ask for help if they need it, apologize when necessary, and not hold back their opinions. "

Patrick Lencioni

" When leaders throughout an organization take an active, genuine interest in the people they manage, when they invest real time to understand employees at a fundamental level, they create a climate for greater morale, loyalty, and, yes, growth. "

Patrick Lencioni

" The best kind of accountability on a team is peer-to-peer. Peer pressure is more efficient and effective than going to the leader, anonymously complaining, and having them stop what they are doing to intervene. "

Patrick Lencioni

" Conflict is always the right thing to do when it matters. "

Patrick Lencioni

The Right Thing

" I coach soccer, and my wife and I are very involved in our kids' lives. Our family is busy with doctor appointments, soccer practice, school, work, travel, vacation... life. "

Patrick Lencioni