AS MICHAEL walked into Sandy’s office, he found her in a familiar pose, staring out the window. As she turned to greet him, he jumped right into his question, “So far, I’ve learned three keys to empowerment. They sound good, but do they work? Do they make a difference in performance or results?”

She responded, “Slow down a minute, and tell me what you’ve learned.”

“OK. I’ve learned that there are three keys to empowerment that are part of a process for releasing the potential that is within people.”

Michael showed her his summary notes (see next page):

After Sandy read his notes, Michael started talking excitedly again, continually referring to his cards and notes. For twenty minutes, he talked without ...

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