I was waiting for my flight from Richmond, Virginia last month
after presenting “Leadership Made Simple” to 150 managers
of a large company headquartered there. That is when I
experienced impressive leadership in the midst of chaos.

It all began when United Airlines‘ “Simon” (an automated
message system) informed me via my cell phone that my flight
through Chicago was cancelled. After an hour wait on a priority
line, I knew there was a real problem (Read the article)

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