IntroductionWhat Is Crucial Accountability?And Who Cares?

One of my problems is that I internalize everything.

I can’t express anger; I grow a tumor instead.

—WOODY ALLEN

STEPPING UP TO VIOLATED EXPECTATIONS

Sooner or later it happens to all of us. You’re politely standing in line and a fellow cuts in front of you. What the … ? Well, you’ll just have to say something.

“Just where do you think you’re going?” you bark. “The line ends here. It begins there!”

To punctuate your point you aggressively shake your finger in the direction of the beginning of the line. Nobody is going to play you for a fool.

It turns out you’re not alone in your impressive display of courage. Years ago we asked people at a local mall if they would speak up to a line ...

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