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Developing Exemplary Performance One Person at a Time by Michael Sabbag

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6The Systems and Processes Factor

For nearly every task that you accomplish at work, there is a set of steps (often automatic) that make up that task. When you call a client, you probably open your electronic address book to locate the client’s phone number; next, you pick up the phone and dial the phone number; then, when prompted by the operator, you ask for the client’s extension number; and, finally, when the person answers, you begin your conversation. That’s four steps to complete the task of making a phone call. Of course, most of us don’t think of the steps of a given task—especially something as simple as a phone call; we simply do the steps automatically. Yet when developing performance, you as a leader will often find it useful to ...

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