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商品編號： H07BR7 出版日期： 2022/11/09 作者姓名： Amico, Laura 商品類別： General management 商品規格： 再版日期： 地域： 產業： 個案年度： -
商品敘述：
Frontline managers who spoke to HBR about the incivility that they and their employees face in the workplace outlined three key strategies to support employees: intervening in the moment, encouraging candor, and having a process for responding to incivility. Yet frontline workers said their managers rarely implemented these strategies, which compounded the stress created by ill-behaved customers, clients, and patients. If managers would only pay attention to what happens on the front lines, many of these workers said, it would benefit them.
涵蓋領域：
Managing people;Leading teams;Management skills;Managerial behavior;Customer service;Workplace health and safety;Organizational culture;Talent management
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