Spreading Critical Behaviors "Virally" - Jon R. Katzenbach and Zia Khan - Harvard Business Review
A few years ago we were studying a dozen front-line supervisors at a large telecommunications company in North America. These supervisors had been selected because of their widely recognized ability to motivate the people they worked with — emotionally as well as rationally. Their people simply did not ever want to disappoint them. The managers counter-intuitively simplified the guidance they received from HR into a singular focus on making people take pride in their day-to-day...
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