Great points, Randy. Knowing each person's story is an essential one to do, as there is a context in which people are working within. What I mean is life is happening and, at times, they are trying to do their best work while also trying to balance a life challenge. It is not letting people slide, but it is showing empathy and trying to assist where appropriate. In doing this, trust is enhanced.

It may be a different twist to this point, but it is one to consider in the mix.

Thanks!

Jon