How should managers lead without killing innovation? What kind of care should a customer receive after a sale has been finalized? How should management respond to criticism? This week’s Wrap takes a look at mistakes made across different industries and how the scenarios are instructive for organizations and employees alike.
When a Company Is No Longer That Into You
Harvard Business Review
Some companies promise the world during the sales process but fall short after the deal. As a new homeowner, Sam Ford experienced post-sale abandonment but surmises that the problem may be institutional rather than a deferential attitude toward service by any one employee. He has some suggestions that might rectify the service disconnect.
Yahoo’s Latest Disaster: Ranking Workers on a Curve
Bloomberg Businessweek
Yahoo has implemented a policy that has its workforce up in arms. Managers are being urged
to rank workers along a bell curve, which has been shown to be an antiquated management practice by numerous studies. Will Yahoo reconsider this technique or continue to stifle its own innovative impulses?
When managers fumble: 5 tips for repairing your reputation
Poynter.
How managers respond to criticism can be as important to their effectiveness as how they manage their subordinates. These five tips can help define processes that go a long way to creating a better workplace.
Mistakes are inevitable; every manager and company makes them. It is the response to mistakes—how a company recovers—that impresses itself upon the memory of affected parties and the public at large. Recovery may not always be quick, but by being responsive to consumer needs, consistently self-aware and having sound internal communication, a better organization can emerge.
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Joe Ducar is a public relations intern for WordWrite Communications.
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