Managing to Change the World, 2nd Edition

CHAPTER 4

MANAGING THE “IN-BETWEEN”

Building a Culture of Excellence

Up to now, we’ve addressed how to set and reinforce expectations so your staff can succeed on the specific tasks they take on and the broad responsibilities they are given. Along the way, though, whether as part of those assignments or just in the course of day-to-day business, your staff will perform thousands of activities that you may never see or even know about, from greeting visitors with a friendly smile rather than a curt, “Follow me,” to making sure that e-mails to important stakeholders are typo free. Just as in other areas, here too you need to make sure staff members are clear about your expectations. In this case, your expectations are as much about how people operate ...