" ... there is a dividing line separating those activities that are about knowing and those that are about doing. Teaching does not qualify as doing, because it is simply part of learning. On the doing side of the model, **there are four primary activities that help departments exercise leadership in doing: taking responsibility for walking the talk, focusing on what’s most important in the customer’s experience, coaching others, and doing the things that win the hearts of customers and staff**." --- **Tags** -- [[quotes]], [[organisational-values]], [[organisational-culture]], [[habits]], [[routines]], [[leadership]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]