Work the Problem: How Experts Tackle Workplace Challenges

TAKE 2

Commentary by Glen B. Earl

Glen B. Earl is the department chair of the Industrial/Organizational Psychology Program for The Chicago School of Professional Psychology, Dallas, Texas, campus.

 

There are two main problems in this case study. The first is the churn of employees, not only to competitors, but to different branches within the organization. High turnover speaks to low employee engagement, low morale, and poor customer service.

The second is the focus on completing tasks—that is, “hitting the numbers”—and little, if any, rewards for relationships, such as providing excellent customer service. This is a fast road to implosion. Organizations and their leaders are easily seduced by quickly rising profits, but downturn is inevitable ...