The Best Way for New Leaders to Build Trust - Jim Dougherty - Harvard Business Review - 0 views
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I spent more than four hours listening in to client support calls at the call center. I shared headsets with many of the team, moving from desk to desk to speak to the reps. To say they were surprised is an understatement: Many CEOs never visit the call center, and virtually none do it their first afternoon on the job.
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Many leaders see their role as directing and giving information, rather than gathering. There is pressure to “come up with the answer” quickly or risk looking weak. Too many new leaders believe they’re expected to know the answer without input or guidance. Nothing could be further from the truth.
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Without trust, it is very unlikely you will learn the truth on what is really going on in that organization and in the market place.
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