Why what you say may not really matter

12/13/2010 | New York Times (tiered subscription model), The

To become a better manager, Marc Cenedella, founder and CEO of TheLadders.com, says he has had to learn how to delegate and become a better communicator. "There's what you say and there's what people hear, and the gap between those two is sometimes enormous. What really matters is what people hear, not what you say," Cenedella says.

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