Times of change present many challenges for organizations, particularly for frontline managers whose people will be responsible for implementing the change. Pressure to perform is high, as are emotions, and everyone is expected to do more with less.

In service industries, research has found that three factors drive performance: the work climate; the ways teams act together and the ways that things are done; and the engagement, commitment and satisfaction of employees. Leadership—particularly the quality of supervision and the nature of the relationships between supervisors and their teams—is crucial to performance in each of these areas.

Identify employees with the capability and interest to be good managers

• Help your managers clarify their teams’ goals and roles
• Help your managers understand the people they manage
• Help your managers understand themselves and how they impact their people
• Don’t assume your managers know how or when to coach
• Minimize administrative work to give managers more time to develop people

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