Chaos Reveals It: Leadership Lessons and Stories from the Front Lines of 9/11, Disasters, Diplomacy, Business, and Beyond

A warm, sleepy summer night in New York City. A pager abruptly goes off, shattering the quiet. The message: JFK-aviation incident, aircraft missing. There had been no Mayday. No distress call. Just silence. And in aviation, silence is unnatural.

Within minutes, Bradford E. Billet is in his car, speeding toward JFK Airport with lights flashing and sirens blaring. The families would be coming. Someone had to be there. Even if there were no answers, the questions would come: "Did my loved one s...