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The Front-Line Leader: Building a High-Performance Organization from the Ground Up by Chris Van Gorder

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Chapter EightBuild Loyalty and Engagement from the Middle

In August 2012, one of our environmental services workers, Elfida Vargas, took time off to attend a religious retreat in northern Mexico. Elfida and her family were supposed to travel to a rural church by van, but there weren't enough seats in the van, so they had to split up. Her daughter, son-in-law, and six grandchildren rode in the van, while Elfida and a second daughter left about twenty minutes later in a bus.

The trip began uneventfully, but soon the bus came upon a gory scene: a charred van sat by the side of the road, a number of bodies lying on the ground outside. Elfida sensed that the bodies were her family members, but prayed she was wrong. When she arrived at her destination, ...

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