decision making

If your position is at a Director level or above, you likely spend most of your time in meetings.  And, while in these meetings, there is often talk about the “front line personnel”… whether you call them agents, analysts, reps etc. What is disturbing about this talk is how many assumptions we make. (And when I say we, I am including myself.)  We rely on opinions formed from months past, anecdotes or second/third hand information, and apply this to current state decision making- which may or may not be relevant. So, what is a leader to do? Get out of the conference room and backRead More →