“Get the right people on the bus, the wrong people off the bus, and the right people in the right seats.”—Jim Collins, author, “Good to Great”In our role as unit managers and hospitality providers we are encouraged to create and foster a culture of kindness among crew and customers. But that’s presuming we have a team of high performers worthy of respect, development and kindness.Unfortunately, we don’t see conflict resolution or firing low performers as being “kind,” although it is. Freud ...

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