September 2010
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TD Magazine

Climbing to Higher Ground

Monday, September 20, 2010

The following story was told by Mary Hladio, president of leadership and organizational development firm Ember Carriers.

Client: A 220-employee call center based in Charleston, South Carolina.

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Problem: The call center's director attempted to coach her eight direct reports, who were department supervisors. Her efforts were unsuccessful, however—the supervisors grew dependent on her and began to fight for her attention and approval.

Cause: While the director was committed to driving empl

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