In an uneven economic climate where myriad factors have made change the only constant, one message to employees seems universal across business leaders: Do better.
Leaders expect employees to produce more, increase efficiency and maximize impact — particularly on the front lines. Many leaders, though, forget or fail to build the necessary cultural engagement to motivate employees and unlock that discretionary effort.
But performance missives without culture, collective purpose and the tools to get the job done fall flat with the workers that former United Airlines CEO Oscar Munoz says are critical to operational excellence: the front line.
“Essential workers are the first to detect bullshit a mile away. Excellence is the outcome of the belief they have in you as a leader, and you earn their belief with action,” Munoz said in a recent interview.
The Frontline Is Where Performance Lives or Dies
