Eighteen months after we stopped working with John, he celebrated his promotion to managing partner for North America. He had been at the firm for over eight years, and it was a momentous occasion. It seemed like only yesterday that Roger had shared the news with him over coffee that it was far from a slam dunk that he would get the promotion. In the e-mail announcing his promotion, Roger and the other managing partners were generous with praise: “John has a unique combination of skills. He brings a relationship focus to an uncompromising pursuit of results on behalf of our people and our clients. He is an invaluable asset to our firm.” John’s innate abilities—empathy and thoughtfulness—are fundamental to his success ...

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