Reframing Organizations: Artistry, Choice, and Leadership

Chapter 16. Reframing in Action Opportunities and Perils

Another case in point:

REACH AND GRASP

Put yourself in the shoes of Cindy Marshall, headed to the office for your first day in a new job. Your company has transferred you to Kansas City to manage a customer service unit. It's a big promotion, with a substantial increase in pay and responsibility. You know you face a major challenge. You are inheriting a department with a reputation for slow, substandard service. Senior management credits much of the blame to your predecessor, Bill Howard, who is seen as too authoritarian and rigid. Howard is moving to another job, but the company asked him to stay on for a week to help you get oriented. One potential sticking point is that he hired most of ...