When I conducted my first field research project as a graduate student at Harvard, I studied the work of customer service reps who had just been re-organized into self-managing teams. The transition was consequential, both for the service reps and for their front-line managers. The service people went from having a highly autonomous job—each had his or […]
Written for those who coach teams and leaders. Leaders need two different types of great timing to help their teams. First, they understand what kinds of help to give teams at predictable times in their work cycles. Second, they know how to influence their teams on the fly, sensing those unpredictable moments when a well-aimed intervention can help a team get onto a productive track.