Hard to Bruise, Quick to Heal

""Remember, Ken, a good manager has to be hard to bruise and quick to heal." That was a good lesson, one I've passed on to many other managers. You can't be too quick to take offense."

"There are some boundaries for what's acceptable in the general managers' meetings, of course, and I'm often the one who points them out. I take into account that these are people with big egos. We're all for big egos. But we're against building up your ego by stepping on the back of someone else. As a firm rule, we don't discuss personalities. If I see that happening, pening, I step in and put a stop to it as quick as I can."

"It's a heck of a lot easier to listen to someone tear down your position when you know the disagreement is honest, objective, and motivated by what they truly believe is good for the company. That's what makes it possible for managers agers to disagree, to argue, and to criticize, then resolve the issue and move on."