CHAPTER 5Close the Passion Gap

Developing loyalty requires a foundation of mutual commitment, but the magic of loyalty relies on your getting to really know your people and what makes them tick. This is a facet of leadership that many forgo for a variety of reasons. Some leaders see “people issues” as messy and time-consuming in a world that constantly demands greater and greater efficiencies. Others believe that getting to know their teams too well can make disciplining individuals—playing hardball—too emotionally challenging to risk. Without a measure of your own discipline, any one of those fears can be realized, but don’t forgo this incredible accelerant over an exaggerated assumption or fear.

Make no mistake about it: leading people is a ...

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