The Frontline Leader: Developing Effective Leadership Skills - Tapa blanda

Sinopsis

Every organisation, whether in the public or the private sector, is geared to the operational philosophy of purpose, policy, planning, presentation and performance review, and is structured accordingly. The delivery process or service, by which the whole is judged, is the defining step and this is usually in the hands of the frontline leader, often the most externally and internally visible representative of the provider. In larger organisations the personality of the frontline leader may not emerge, but elsewhere, particularly in smaller organisations, the frontline leader personifies the business and reflects its effectiveness and its image. Thus it is essential that the selection and training of the frontline leader be handled with care. The reputation and image, if you like the `brand’, of the organisation is an extremely valuable asset requiring a great deal of investment to create. It is this very image and reputation which is largely determined by the competence and performance of the frontline.

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