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The Enemy of Engagement by Tom AGNEW, Mark ROYAL

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CHAPTER 12Managers as Agents of Organizational Change

 

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THROUGHOUT THIS BOOK we have emphasized the critical role that managers play in understanding, identifying, and addressing the frustration caused by a lack of enablement in their teams. Yet some things that get in the way of creating more enabled work environments and reducing the number of frustrated employees will be outside the immediate manager’s direct control. If managers themselves are to be more successful by helping their direct reports achieve success, they may need to look beyond their teams.

Consider our fictional example, the call center at Bernette Financial. The call center’s ...

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