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Trust Factor by Paul J. Zak

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Chapter 9

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Natural

An organization is Natural when leaders are honest and vulnerable. Natural explains 82 percent of organizational trust.

During a visit to office designer Herman Miller’s headquarters in Holland, Michigan, I spotted Curt Pullen, Herman Miller’s North American president, sitting in a (really nice) open office typing on his laptop. I hadn’t seen Pullen in a year, so I stopped by and asked if I could interrupt him. He said he needed a break from building next year’s strategic plan, and we went to Herman Miller’s coffee bar and grabbed lattes. Several employees said hello, and Pullen was friendly and considerate. He embodied leadership ...

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