Field, T.
(1996).
Bully in Sight: How to Predict, Resist, Challenge and Combat Workplace Bullying.
"Perhaps I'm naive, but I've always believed that quality and care came from the heart, not from a manual. Quality is a culture, not a management technique. If one needs an instruction guide to tell one how to incorporate quality, provide service and value people, then perhaps that person should question their fitness to hold managerial responsibility in the first place. Management by manual is neither management nor delegation—it's abdication." (p. 178)