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Is Your Team Keeping You Up at Night?

HBR On Leadership

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Navigating Toxicity: Pilot Program Implementation

This chapter explores the challenges of initiating a new pilot program in a toxic call center environment. It focuses on the importance of addressing team grievances to foster engagement, emphasizing listening, validation, and collaborative efforts. The discussion also highlights effective communication strategies and incremental progress management to mitigate resentment among other teams.

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