“As with all catalysts, the manager's function is to speed up the reaction between two substances, thus creating the desired end product. Specifically, the manager creates performance in each employee by speeding up the reaction between the employee's talent and the company's goals, and between the employee's talent and the customer's needs.”

“Employee Engagement: The state at which there is reciprocal trust between the employee and leadership to do what's right however, whenever and with whomever.”

“There has to be a way to redirect employee's driving ambition and to channel it more productively. There is. Create heroes in every role. Make every role, performed at excellence, a respected profession.”

“...give a great deal of attention to keeping his managers and his technical people as interchangeable as their talents allow. The barriers are sociological... To overcome this problem some laboratories, such as Bell Labs, abolish all job titles. Each professional employee is a "member of technical staff.”

“Forcing your employees to follow required steps only prevents customer dissatisfaction. If your goal is truly to satisfy, to create advocates, then the step-by-step approach alone cannot get you there. Instead, you must select employees who have the talent to listen and to teach, and then you must focus them toward simple emotional outcomes like partnership and advice....Identify a person's strenths. Define outcomes that play to those strengths. Find a way to count, rate or rank those outcomes. And then let the person run.”

“An employee's motivation is a direct result of the sum of interactions with his or her manager.”