Stanford business professor and bestselling author Chip Heath explains how unique activities tend to be memorable, even those that feel uncomfortable at the time, as long as they are profound. “Defining moments are moments that change our trajectory, and move us toward goodness. But they’re not always positive,” says Heath, an expert in organizational behavior who wrote the book “The Power of Moments” with his brother, Dan.

Video clips from: How Organizations Can Win Our Hearts [Entire Talk]

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How to Make a Moment Special

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Personal Touches Go a Long Way

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Pivotal Moments Can Be Sobering

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Challenges Lead to Insights

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Lots of Room for Improvement

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