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Frontline managers, like most people, often like to stay within their “comfort zones” (routines) even when it is not making the situation very comfortable for the company.  They become accustomed to certain types of chaos and disorganization. When asked why they do not carry out strategies and tactics they say they are too busy. When

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We have all heard the term “holding people accountable”.  I am not sure if that is possible in the true sense of the word. Webster says accountability is “the willingness to take responsibility for one’s actions”.  So to be accountable you must first feel responsible. How can you give someone the feeling of willingness?  So

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You probably have a group of people with whom you work that you call “your team”.  Compare this team with a team you enjoyed playing with as a kid.  Is it the same or different?  Most people I know would say something like “When I was a kid it was fun.  Now it is just

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There are a number of studies available that clearly state that if you want to engage people you need to involve people.  Some organizations see involvement from the perspective of “we figure out what needs to be done and you do it”.  This has been a common approach that you have to admit works to

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One of the toughest challenges I faced as a frontline manager was discussing performance with employees.  At best the experience was anxiety provoking and at worst it was contentious. Over the years I came to realize that the underlying problem is the process.  In most cases the situation is set up to be lose –

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When performance issues arise in the workplace stop and think before you interact with an employee.  Here is a simple plan that can produce impressive results.  Just follow the ABCs. Ask questions:  Rather than interpreting the outcome e.g. “Well the customer is upset, you must have screwed up the order”, try engaging in a dialogue. 

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I don’t know about you but most of what I have learned in life has been by “doing”.  We all start out needing some sort of training or instruction but it is only when I use what I have learned that I can actually say I learned something.  How many times have you said, “Oh

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