The higher someone rises in an organization, the more important their intangible qualities become, suggests Delta Air Lines CEO Richard Anderson in an in-depth interview on the unquantifiable aspects of human capital. Patience, communication skills and effective time management don't show up on a resume, but Anderson argues that these values and quirks of character usually dictate a person's success with an organization. "I know it's intangible and it's not like finance where 2 plus 2 is 4," Anderson says. "I don't know whether it can be taught, but it can certainly be studied."
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