WE ALL KNOW THE TYPE: the manager who advocates treating customers right, then is quick to take shortcuts that undermine the quality of the company's products or services in order to make the numbers. Or the executive who claims that people are the organization's most important asset, but who, when budgets are tight, is the first to suggest cuts in recognition and incentive programs. Executives' character are defined more by their actions than by their words. And sometimes inaction — the ...

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