Often during a crisis, a single hero or small group of heroes who take action and risk their lives will emerge. But what happened at the Taj was much broader.
During the crisis, dozens of workers — waiters and busboys, and room cleaners who knew back exits and paths through the hotel — chose to stay in a building under siege until their customers were safe. They were the very model of ethical, selfless behavior.
What could possibly explain it?
Read (or better listen to) it all (another from the long queue of should-have-already-been-posted material).
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