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Case Study: Are Our Customer Liaisons Helping or Hurting?

Harvard Business

Editor's Note This fictionalized case study will appear in a forthcoming issue of Harvard Business Review, along with commentary from experts and readers. ” It was true that the PCEs they’d hired didn’t have medical training. “One possibility is to do more training,” Amrita suggested.

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What Great Managers Do Daily

Harvard Business

So much depends upon managers. For example, a Gallup study found that at least 70% of the variance in employee engagement scores is driven by who the boss is. This is disconcerting because the same research found that about 70% of people in management roles are not well equipped for the job. The results were illuminating.

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How to Manage Managers

Harvard Business

When you’re managing managers, your responsibilities are two-fold: you need to make sure they’re producing good work (as with any employee) and that they’re effectively supporting their teams. Do you need to provide training? Go through the same training. And how do you serve as a good role model?

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4 Organizational Mistakes That Plague Modern Knowledge Workers

Harvard Business

And yet in my work with clients, I often discover old ideas about time management that don’t take this new reality into account. Is it common at your company for email to be used for urgent and time-sensitive communications? Four mistakes in particular come up again and again. Outdoor seating or work areas. Glass walls.

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