Expertise: Knowing their stuff, with knowledge, perspective and experience that ‘made us feel that they are always on top of things’. • Character: Being calm, steady and focused at all times, ‘not set back by setbacks’, and showing that ‘they trusted their teams to deal with whatever the situation threw at them’. • Intentions: Focusing attention on clear goals, and ‘making me feel part of something that really mattered, rather than just doing a job’. • Communication: Communicating their intentions in language that ‘makes sense to those at our level’. • Engagement: Generating trust by being
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