The client had set an ambitious strategic agenda, and it was clear that they needed to shift from an operationally focused organisation into one which was absolutely customer-focused. The strategic goals placed significant emphasis on improved performance, improved quality of service, increased customer satisfaction and revenue growth.
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In his book, The No Asshole Rule: Building a Civilized Workplace and Surviving One that Isn’t, Robert Sutton makes the case that there is a correlation between toxic organisations and abusive bosses.
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