The effective manager has two hats in her closet: one labeled “managing” and the other labeled “leading.” Sometimes you wear the hat that makes sure everything is running smoothly and that the status quo is being maintained. At other times, you deliberately upset the status quo by making a positive change. In both cases, you need the support of colleagues, and it is primarily through your words that you will influence them to join you in either continuing the status quo or upsetting it.

Your actions, of course, reflect your attitudes as well as your ability to manage and to lead. But your words reveal just as much, perhaps even more, about your attitude and ability. The way you handle everyday challenges ...

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