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June 10: What's a manager to do?

A young friend of mine, Amber, just got promoted to manage a customer support team for a satellite company. Amber described her team as frustrated by seemingly conflicting goals, including spending less time on each call while improving the resolution rate. Team members would keep improving in one area while compromising in another. Most of them lacked a sense progress and were losing their motivation. Her attempts to correct them felt futile. How, she asked, could she get them energized and unstuck?

I suggested that she work with the team to create a vision of success that...  » More