When you understand the ultimate contribution you’re making, it allows you to transcend the task list.

You know you’re finished when you reach the contribution.

To create moments of connection, we can bring people together for a synchronizing moment. We can invite them to share in a purposeful struggle.

They all have a purpose, of course. Sometimes it’s useful to keep asking, “Why?” Why do you do what you do? It might take several “Whys” to reach the meaning.

You can’t deliver a great patient experience without first delivering a great employee experience.

You can’t manufacture “moments of courage.” But in this chapter we’ll see that you can practice courage so that, when the moment demands it, you’ll be ready.

MOMENTS OF PRIDE THE WHIRLWIND REVIEW

Hitting a milestone sparks pride. It should also spark a celebration—a moment of elevation.

We’re not stuck with just one finish line. By multiplying milestones, we transform a long, amorphous race into one with many intermediate “finish lines.” As we push through each one, we experience a burst of pride as well as a jolt of energy to charge toward the next one.