Insights

When leaders take the opportunity to ‘go and observe’ within organizations, they witness a range of behaviors. A common mis-step for leaders is to impulsively react to every negative behavior without fully understanding why it’s occurring.

This matrix serves as a guide to determine when to intervene and when to seek deeper understanding before taking action.

One of the simplest and most powerful strategies for organizational improvement is listening to front-line workers. These individuals run the day-to-day operations of an organization and understand the pulse of the business at a ground level. By actively listening to front-line workers, organizations gain first-hand insights into operational challenges and areas of improvement.

Front-line workers possess hands-on experience that can inform strategic decision-making, lead to creative solutions, improve customer experiences…