"The most important thing in communication is hearing what isn't said."
"The "non-profit" institution neither supplies goods or services not controls. Its "product" is neither a pair of shoes nor an effective regulation. Its product is a changed human being. The non-profit institutions are human-change agents. Their "product" is a cured patient, a child that learns, a young man or woman grown into a self-respecting adult; a changed human life altogether."
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Source: Peter Drucker (2012). “Managing the Non-Profit Organization”, p.10, Routledge
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