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TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments by Douglas R. Conant, Mette Norgaard

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Chapter 1. The Power of TouchPoints: The Action Is in the Interaction

The Power of TouchPoints: The Action Is in the Interaction

It's nearly three-thirty in the afternoon. You're holed up in your office, trying to grab some time to finish a proposal that's critical to the future of your department—and your own career—when a team member knocks on your door to ask for advice with a tricky problem. How do you respond? Do you give in to the flash of irritation you feel at being interrupted and tell him to come back later? Or do you stop what you are doing and help him right now? It's your choice.

As a leader, you make those choices all day, every day. The "knock on the door" happens over and over again—phone ...

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