It’s the mortar, not just the bricks, that makes a building or a community robust. The mortar, in this context, is social capital: mutual reliance, an underlying sense of connectedness to one another that builds trust. The idea of social capital grew out of the study of communities and what made them survive and flourish in times of stress. At work, no less than in communities, social connectedness plays a critical role in making individuals and companies more resilient, better able to do conflict well.
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Margaret Heffernan The former CEO of five businesses, Margaret Heffernan explores the all-too-human thought patterns — like conflict avoidance and selective blindness — that lead managers and organizations astray.