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Smart Moves
tewart Liff's management moves mirror many of the recommendations of top leadership consultants. Some of Liff's key actions:
- Replacing weak front-line supervisors. Strong front-line supervisors are key to successful organizations, management experts say. Liff says developing new front-line supervisors is the most important thing he has done to improve the office's performance.
- Talking about and reinforcing the mission. Because of the pictures, posters and bulletin boards, there's no question when someone walks into the Los Angeles veterans benefits office that they are in an office that serves veterans. Liff consistently reminds his employees why-and for whom-they are on the job.
- Measuring performance. Employees at the L.A. regional office get regular feedback about their performance from their managers-some, of course, more than others. Managers set clear expectations for employees and then keep them appraised of their progress.
- Rewarding employees. The L.A. office doesn't have a huge rewards budget. So Liff provides little rewards-"employee of the month" recognition, an annual employee breakfast, thank-you notes that employees can share with one another. Management experts say employees crave praise.
- Spending time with employees. People want to see their leaders. Liff walks around the office almost every day.
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