Henry Mintzberg and Peter Todd [Archive.org URL]

Managing is not a science; it is a subtle and nuanced practice, learned mostly on the job, through paying close attention to gestures and tone of voice. This “soft information” is an integral part of managing, and is gathered by talking and listening in meetings, during chance encounters, or on the phone. Using only words ― sending a text message or an e-mail ― takes away the nuance that comes from seeing and hearing people, from exchanging points of view and working toward agreements. Information technology can and should expand your range of communication, but cannot be a substitute for interactions that build trust, share vision, and enhance community.

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