“When terrorists attacked the Taj Hotel, we had more than 300 guests staying at the hotel, people were eating at the restaurant, sitting in the lobby and working. Terrorists opened fire in a moment and started killing innocent people. In that moment, there was no manual that told the staff what to do. The staff turned off the lights, closed the doors, made people lie on the floor and helped as many as possible escape from danger or death. They lost their lives but saved many.
Harvard has written cases about what made the hotel staff do that and risk their own lives. It wasn’t taught, there was no planning, there wasn’t a simulated action to guide them but they turned out to be the real heroes, the real leaders of the evening. Leadership is something that can’t be replicated as is. It comes from within. When crisis takes place, a true leader knows what to do.”
– Ratan Tata, former chairman of Tata Group.
– Ratan Tata, former chairman of Tata Group.