But empowering staff members first requires understanding them. Bea Mc Nair, the secretary for Andrews (Catherine Ferguson Academy), summarized it this way, “She is empathetic and gives over 100%.” And at Poinciana High School in Kissimmee, FL, Debra Pace’s secretary reports that Pace accomplishes so much because “she treats everybody as though they matter—her biggest strength is empathizing and connecting with others. Relationships are built first so that she’s ready when something flares up. She strives to get to the bottom of issues. People leave her office better than when they went in. She understands how to connect with kids and can break through barriers.”