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Leadership Lessons from a UPS Driver by Ron Wallace

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CHAPTER 5

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Targeting the Most Critical Information

When I was in the fourth grade, my teacher, Mrs. Cesped, taught us that by asking What? Who? How? Why? we could discover just about anything we wanted to know. Although I didn’t know it at the time, Mrs. Cesped was teaching us to think like leaders and to grasp the importance of focusing on the critical information we needed to make the best possible decisions.

When you make it a habit to ask your management team about the things that really matter—questions that get to the heart of the work they do—something very interesting starts to occur. It makes them dig deeper into the details of their jobs ...

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