I think courage also comes from knowing that someone is there to back you up. I first thought of my son, who knows that if he is addressing an adult, if he gets nervous I am there to assist him.

With receptionists at my business, they know that if they are doing the right thing and the consumer is harsh to them that the manager will protect them, back them up. By them trying and then having someone of authority follow up, it fosters an atmosphere that it is okay to get out of the comfort zone to do the right thing until they can do what needs to be done without assistance.

I then thought of rappelling. It takes a leap of faith, courage, to step off that ledge. But they draw courage from the competence of the people around them.
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Don't just survive. Thrive.