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How More Customer Contact Creates a More Energetic, Motivated and United Workforce

Idea posted: October 2019
  • Leadership & Change
  • Learning & Behaviour
  • Marketing

Inspiring the human desire to help others, customer contact sparks the collective energy of employees, leading to better company performance. Transformational leadership is vital, however, to capture the benefits of customer contact.

Idea #751
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The Keystone Cops, 'In the Clutches of the Gang, 1914, directed by George Nichols and Mack Sennett (Source: Wikimedia Commons)

How to Avoid Task Conflicts Damaging Team Relationships

Idea posted: June 2015
  • Leadership & Change

The potential performance benefits of task-related conflicts can be jeopardized when those conflicts deteriorate into personal relationship conflicts. Strong team identification can prevent such deterioration — as long as the original conflict is of medium intensity.

Idea #523
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HQ Controls and the Speed of Strategic Decision-Making

Idea posted: March 2014
  • Strategy
  • Leadership & Change
  • Learning & Behaviour

How do control mechanisms set by corporate headquarters in large organizations influence decision-making speed at lower levels? In this Idea, six types of corporate controls are identified, their effects on decision speed are discussed, and the key mechanisms accounting for these effects are outlined.

Idea #339
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Methuselah, the grandfather of Noah, purported to be the oldest person to ever live, stained glass window Canterbury Cathederal (Source: Wikimedia Commons)

Age Diversity and Performance: Negative Stereotypes and HR Policies

Idea posted: November 2013
  • CSR & Governance
  • Leadership & Change

Diversity in the workplace is now strongly encouraged in progressive organizations, and an increasing number of companies are enacting diversity-related policies. But this Idea suggests certain policies, such as those related to age diversity, may in fact hamper a firm’s performance if managers appear to hold negative age stereotypes.

Idea #256
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Avoiding the Acceleration Trap

Idea posted: October 2013
  • Leadership & Change
  • Learning & Behaviour

Is your organization stuck in an ‘acceleration trap’? If you demand that your employees constantly give you the same level of accelerated effort, however committed they are, eventually their energy will burn out and the company’s performance will suffer. This Idea explains how to spot this trap, break free from it, and avoid getting stuck in this harmful position in future.

Idea #231
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