Brave New Work 60. Solving Our System Problems
At Work with The Ready
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Navigating Organizational Challenges
This chapter examines the limitations imposed on customer service representatives by scripted responses, hindering authentic connections with customers. It discusses the broader implications of rigid organizational policies on decision-making, project management, and employee autonomy, suggesting that a more empathetic and integrated approach could enhance overall performance. The conversation underscores the need for clear leadership and effective collaboration to address systemic deficiencies and foster a productive work environment.
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