CHAPTER 7

Humility: Developing a Nonarrogant Attitude

A life spent making mistakes is not only more honorable but more useful than a life spent doing nothing.

—GEORGE BERNARD SHAW

Being humble in the face of significant success is a trick many organizations haven’t mastered. Too often, they assume that success gives them the right to affect a superior attitude. You’ve probably worked with organizations where their people responded to your requests and questions with a know-itall’s condescension. From their CEO’s speeches to their customer service representatives’ responses, they communicate the belief that they are operating at a higher level than everyone else.

These companies mistake arrogance for confidence. It’s fine to project an attitude ...

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