In today’s dynamic markets, the best corporate intelligence often resides at the frontline. It is at the customer interface where value is created daily — and where problems first appear. Empowering the frontline becomes imperative and achieves two goals:
1️⃣ It drives better real-time decisions. Effective responses to the crisis can be identified and implemented immediately.
2️⃣ It fosters dedication and loyalty among intrinsically motivated team members. It builds commitment and creates ownership.
Of course, in Tayloristic organizations operating in sluggish markets, decision-making may still be best placed at the top. But that’s a different discussion.
Once the urgency subsides, the leader’s responsibility is to address the root cause that turned the issue into an emergency, and to build a system that prevents the next crisis.
Because the ultimate measure of leadership isn’t just how you resolve a crisis, but whether you create conditions that make the next one less likely.
#Leadership #CrisisManagement #OrganizationalLearning #Empowerment
