Chapter 5. Feel: What Do Employees Need to Feel to Take Action?

"These new routes will give us the geographic coverage we need to fuel growth, increase market share, and deliver higher returns to our shareholders." The airline CEO was addressing a group of employees, trying to gain their support for a controversial new acquisition. They responded with silence and an occasional smirk. You might have had a similar response, given the circumstances.

The airline's employees didn't want to go there. For them, the acquisition meant lost seniority and greater competition for the best assignments. Moreover, the employees hated the airline that the CEO intended to acquire. After years of talking about that competitor as the dregs of the industry, it was ...

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