When an airline drags a passengers off a plane and bloodies them because it wants to put employees on a flight, humanity is lost. The hard work is recognizing the human element to every interaction. It takes empathy and curiosity to negotiate challenging moments. The easy work is enforcing policies. The work that matters is seeing each individual in the crowd. When we ask better questions, we get remarkable results. When we look at people as a way to manage the numbers we settle for the lowest common denominator. Be brave, state your vision. Show how humanity is being served. Sometimes is just means keeping your promise.