1. High scrutiny, rapid change, and demands for higher levels of production and performance produce stress and uncertainty, which can exact a severe toll on individual morale, as well as the efficiency of a work unit or entire organization. 2. Negative rumors are spread when needed information is limited, and when individuals are anxious, frustrated, hurt, or angry; each person either "poisons the well" or offers encouraging antidotes. 3. Those who learn active listening, accompanied by insightful understanding and compassion, are the organization's healers, helpers, and positive leaders.