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If you treat an individual as he is, he will stay as he is; but if you treat him as if he were what he ought to be and could be, he will become what he ought to be and could be.Goethe

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Unlocking the potential of frontline managers

First-level managers have a considerable impact on company results and customer satisfaction. It would often be useful to reinforce the margins of maneuver they have to coach their teams.

Author(s): Aaron De Smet, Monica Mcgurk, Marc Vinson

Publisher: McKinsey Insights

Date of publication: 2009

Read this article on the publisher's website [McKinsey]

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