I just got off the phone with a frustrated CEO, who was fired up after a half day of observation in one of his call centers. “Karin, Why don’t these managers GET IT? I just left a visit to one of our call centers and within an hour, I’ve seen more...
No matter what level leader you are, if you want to really make an impact on your team, get out of your office. Walk around. Connect with the human beings you’re supporting, and their customers. Listen to them. Act on what you hear. Explain the “why”...
Nothing could be easier than getting out amongst the troops, wandering around and listening, right? MBWA,or management by wandering around, is one of the truly great management techniques. So why do so many executives royally screw it up, leaving a path of fear and...
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