The Manager's Pocket Guide to Influence with Integrity: Power, Principles, and Persuasion

INTRODUCTION

IN THE BEGINNING, there was the word. Any journey that involves exploration—including the one you are on right now—ought to start with common understanding and a common language. Exemplary managers ask themselves and others, “Just what do we mean by the term ‘customer service’ or ‘patient care’ or all the other phrases relevant to the work so central to our lives?”