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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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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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The ability of a leader to build Trust is one of the most important (if not the most important) quality of effective leadership.  However, trust is a rather complicated relationship influenced by several variables. The thing we know for sure is that we trust people based on their behaviors, what they do rather than what

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