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The Art of Action: Leadership that Closes the Gaps between Plans, Actions and Results by Stephen Bungay

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TRACY’S DILEMMA

Tracy works on the check-in desk at a large airline. Punctual and hard working, she tries to put into practice all she has learned about how to deal with customers. She always smiles and treats them as individuals without being too chatty. She is efficient and professional. She wants to do the right thing. Usually, it is perfectly clear what the right thing is. Occasionally, it is not. That is when Tracy faces a dilemma.

One morning, 20 minutes before the flight to Frankfurt was due to depart, she was just closing down the desk and getting ready to leave, when a slightly overweight, besuited man approached the desk, weaving his way at high speed through the crowd of passengers in the departure hall. His face was flushed and his ...

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