THE THIRD KEY: REPLACE HIERARCHICAL THINKING WITH SELF-MANAGED TEAMS

MICHAEL SAW Billy Abrams hurrying toward him as he entered the Customer Service work area. Right away he sensed Billy was a high-energy person like himself—not much on talk and a pragmatist when it came to ideas.

As Billy led Michael through the work area, Michael said, “I sense you’re a busy man, and I want to thank you for taking the time to meet with me. As you may know, I’m here to learn the third key to empowerment.”

“No problem,” said Billy, as if dismissing his last statement. “Tell me, did your company recently go through downsizing?”

“Yes, we did,” answered Michael. “It’s tough being responsible for eliminating jobs.”

“I know what you mean. The same thing happened ...

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