| COMPARE |
The Old Way |
The New Way |
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Get the critics to shut up. |
Get the critics to speak up. |
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Objective |
To maintain the impression that all is well by silencing critics. |
To continually improve the company by subjecting it to constructive criticism. |
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Method |
Usually, a climate of "you are either with me or against me" keeps employees in line. In more extreme cases, employees are labeled as "difficult" and are subjected to various sanctions. |
All members of this company recognize that advice and criticism are to be sought out and used, not avoided and quashed. |
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Reasoning |
Managers and supervisors who are in control, must also be seen to be in control. |
People in companies must always be open to better ways and new ideas. |
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Employee Outcome |
Silencing critics and squandering suggestions causes employees to withdraw from their work. Feeling voiceless, subordinate employees resort to being passive followers of their aggressive leaders. |
Tapping suggestions and criticism excites employees, causing them to enroll in the company’s mission and commit to the company’s goals. When employees experience their influence, they take ownership of their work and develop the initiative to excel. |
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Customer Outcome |
When customers complain to this company, they are "disposed of" as quickly as possible (if they are lucky). Unfortunately, nothing is changed that would prevent other customers from suffering the same problem in the future. |
When customers complain to this company, their concerns are included in future improvement efforts. Not only is this customer satisfied by any means necessary, but steps are taken to ensure no other customer experiences the same problem. |
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Result |
This company stagnates and decays, for lack of new ideas. |
By incorporating new ideas, this company renews itself continuously. |
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