What happens when a heated professional conflict comes back years later with unexpected consequences? In this episode, Bill Imada, Chairman and Chief Connectivity Officer at IW Group, shares a high-stakes agency clash that nearly burned a bridge only to reveal a deeper lesson about communication, trust, and second chances. Drawing on IW Group's research into national civility trends, he discusses a striking paradox: most people believe they’re civil, yet expect others not to be. This dynamic fuels silence, avoidance, and missed opportunities for connection. Together, we explore how incivility isn’t just loud and aggressive, but also quiet and withdrawn and why both are dangerous. The path forward? Curiosity, courage, and conversations that bring more voices to the table before it’s too late.

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