Is Kindness a Strategy?
Harvard Business Review
MARCH 22, 2012
I'm sure many supervisors at American would have issues with their colleague's innovative, if mildly deceptive, solution. Heskett of Harvard Business School observes, it's important to endow workers on the front line with "latitude within limits." Crisis averted. But, no matter how you look at it, it was an act of genuine kindness.
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