I also tend to smile a lot with employees, just from the standpoint that I want employees to walk out saying, “Ken said we have some challenges next quarter, but he was smiling.” You have to think about not only the message, but the delivery.
"Teamwork on the fly" by A. Admondson, HBR April 2012. This speaks to our support of greater client engagement through integrated teaming, and elevating service excellence through listening and anticipating needs.
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