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Cultivating a Winning Culture
This chapter explores the foundations of creating and sustaining a thriving organizational culture, highlighting the significance of language in fostering connection and belonging. It focuses on the 'hospitality quotient'—the balance of emotional intelligence and technical skills essential for effective teamwork, emphasizing key emotional attributes like empathy and curiosity. The chapter also presents strategies for leaders to assess and nurture these qualities within their teams to support a culture of continuous improvement and 'enlightened hospitality.'