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  • Cited by 4
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    This chapter has been cited by the following publications. This list is generated based on data provided by CrossRef.

    Papadopoulos, I. Zorba, A. Koulouglioti, C. Ali, S. Aagard, M. Akman, O. Alpers, L.-M. Apostolara, P. Biles, J. Martín-García, Á. González-Gil, T. Kouta, C. Krepinska, R. Kumar, B.N. Lesińska-Sawicka, M. Lopez, L. Malliarou, M. Nagórska, M. Nissim, S. Nortvedt, L. Oter-Quintana, C. Ozturk, C. Pangilinan, S.B. Papp, K. Eldar Regev, O. Rubiano, F.O. Tolentino Diaz, M.Y. Tóthová, V. and Vasiliou, M. 2016. International study on nurses’ views and experiences of compassion. International Nursing Review, Vol. 63, Issue. 3, p. 395.

    Feldman, Martha and Worline, Monica 2016. The Practicality of Practice Theory. Academy of Management Learning & Education, Vol. 15, Issue. 2, p. 304.

    Dutton, Jane E. Workman, Kristina M. and Hardin, Ashley E. 2014. Compassion at Work. Annual Review of Organizational Psychology and Organizational Behavior, Vol. 1, Issue. 1, p. 277.

    Lilius, Jacoba M Worline, Monica C Dutton, Jane E Kanov, Jason M and Maitlis, Sally 2011. Understanding compassion capability. Human Relations, Vol. 64, Issue. 7, p. 873.

  • Print publication year: 2006
  • Online publication date: July 2010

6 - Leadership lessons from Sarah: values-based leadership as everyday practice


I arrive at a high-rise office building, one of only a few in this medium size city's downtown, at a few minutes past 8:00 in the morning. As an organizational psychologist who is studying compassion in the workplace, I have been granted permission to study a group of people who perform billing and account receivable services for the health system that owns the building; a group that I have been told displays extraordinary values and also gets results. Armed with a notebook and a tape recorder, I take the elevator to the 9th floor and knock on the door marked Physician Billing. Looking through the glass door that is accessible only to those with a magnetic cardkey, I see a woman look around a cubicle wall and get up to let me in. I ask for Sarah, and she looks at me a bit quizzically as she leads me down an aisle between sets of cubicles toward the only office that has a door in this large open room full of cubicles. Sarah isn't in her office, so I am kindly deposited in the kitchen for a cup of coffee.

My first impression of the space is that I've walked into a garden rather than a billing unit. Almost every cubicle wall is decorated with silk or dried flowers of some kind, and summer is in full bloom in the paper decorations, silk flowers, and other items that spruce up the office.

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Leading with Values
  • Online ISBN: 9780511753770
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