“A leader must strike a delicate balance between having people feel the need to change and having them feel overwhelmed by change . . . A leader is responsible for direction, protection, orientation, managing conflict, and shaping norms.” The Work of Leadership, Ronald A. Heifetz & Donald L. Laurie
Heifetz, R. A., and Laurie, D. L. (2011). “The Work of Leadership,” in HBR’s 10 Must Reads on Leadership. Harvard Business Review Press: Boston, MA.