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"Struggles that sometimes bring them to tears, things that make them sing with joy, values they'd fight for, strength they're proud of, and a unique way of seeing and interacting with the world. Take the time, take the time to discover these keys to their heart. Ask the questions, listen to the answers. Show genuine interest in the whole entire person, not just their work output. Because at the end of the day, people don't just want to be managed."