RETROFITTING A CULTURE OF CHANGE: SHOULD LEADERS HAVE ALL THE ANSWERS?

摘要

With the right combination of education, skills, and often, direct experience with the services delivered, leaders at all levels are an invaluable resource to their teams. But maintaining a perception that a HLL knows the ins and outs of every service their team delivers is counterproductive. This lack of knowledge is not because leaders don't care. On the contrary, it is a leader demonstrating confidence in the talent they employ. However, when leaders coach and empower teams to collaborate and apply practical problem-solving, teams will be eager to quickly remove process obstacles.