6 Reasons Why Your Best Employees Will Leave

December 15, 2011 by Jeff Haden

"When it's not about money, your star employees are probably jumping ship for one of these reasons."

Direct url to this blog: http://www.inc.com/jeff-haden/6-reasons-why-your-best-employees-will-leave.html

8 Things Your Employees Need Most

February 2, 2012 by Jeff Haden

"Forget about raises and better benefits. Those are important -- but this is what your staff really wants."

Direct url to this blog: http://www.inc.com/jeff-haden/the-8-things-your-employees-need-most.html

Transform Managers Into Coaches: Five Steps for Coaching Success

March 01, 2012 - by Mike Noble

"Get back to the basics, and train your managers to be effective coaches in the workplace."

"Knowledge is not enough to get desired results. You must have the more elusive ability to teach and to motivate. This defines a leader; if you can't teach and you can't motivate, you can't lead." —John Wooden, Sports Illustrated Coach of the 20th Century

Direct url to this blog: http://www.astd.org/Publications/Magazines/TD/TD-Archive/2012/03/Transform-Managers-Into-Coaches.aspx

Is a Fraudster in Your Midst?

March 19, 2012 by Margaret Heffernan

"Whistleblowers are your best way to find out. Make sure you've set up a way to learn early if something's amiss."

Direct url to this blog: http://www.inc.com/margaret-heffernan/whistleblowers-the-best-way-to-uncover-fraudsters.html

Firing Someone the Right Way

1:00 PM March 20, 2012 by Ron Ashkenas

"Perhaps the most difficult part of any manager's job is telling a subordinate that he can no longer stay with the company — that he's been "fired," "let go," "dismissed," or otherwise taken off the payroll. It's a gut-wrenching conversation, knowing how this simple act affects a person's career, self-esteem, and livelihood. Firing an employee also affects everyone else on your team. Not only does it change work assignments, but it also makes people wonder about your judgment as a manager and their own job security."

Direct url to this blog: http://blogs.hbr.org/ashkenas/2012/03/firing-someone-the-right-way.html

Don't Wish for Obedient Employees

March 30, 2012 by Margaret Heffernan

"Instead, like the military, nurture an environment of moral courage, one in which team members break stupid rules, and suggest smarter solutions."

Direct url to this blog: http://www.inc.com/margaret-heffernan/why-you-dont-want-obedient-employees.html

5 Things Great Mentors Do

April 18, 2012 by Jay Steinfeld

"Your employees can achieve greater things with your help than they can alone--if you give them a chance."

Direct url to this blog: http://www.inc.com/jay-steinfeld/5-ways-to-be-a-better-mentor.html

Your Most Powerful Leadership Tool

May 22, 2012 by Jeff Haden

"Forget the pep talks, the reviews, and the carrots and sticks. Here's the one thing that you're probably not doing--but need to."

Direct url to this blog: http://www.inc.com/jeff-haden/most-powerful-leadership-tool-managing-employees.html

How to Motivate Employees? The Best Answer Ever

May 21, 2012 by Jeff Haden

"Effective motivation comes down to one surprising word... which might be why so many leaders fail to do it right."

Direct url to this blog: http://www.inc.com/jeff-haden/how-to-motivate-employees-the-best-answer-ever.html

Three Myths about What Customers Want

9:10 AM Wednesday May 23, 2012 
by Karen Freeman, Patrick Spenner and Anna Bird
This post is the last in a three-part series.

"Most marketers think that the best way to hold onto customers is through "engagement" — interacting as much as possible with them and building relationships. It turns out that that's rarely true. In a study involving more than 7000 consumers, we found that companies often have dangerously wrong ideas about how best to engage with customers. Consider these three myths."

Direct url to this blog: http://blogs.hbr.org/cs/2012/05/three_myths_about_customer_eng.html

How to Lead Your Company Through Change

May 24, 2012 by Geil Browning

"Different employees react differently to change. However each feels about a new situation, you can help all of them adjust."

Direct url to this blog: http://www.inc.com/geil-browning/how-to-lead-your-company-through-change.html

Reputation Without Character Is Worthless

May 24, 2012 by John Baldoni

"The saga of Jamie Dimon at JP Morgan Chase raises questions about the value of a good reputation."

Direct url to this blog: http://www.inc.com/john-baldoni/leadership-reputation-without-character-is-worthless.html

What is Coaching, Anyway?

May 29, 2012 - by Jason Jordan

"We were recently presenting at the ASTD 2012 International Conference and Exposition, and someone from the audience asked a simple but consequential question. She said: "You know, we constantly tell our sales managers that we want them to coach their reps, but I'm not sure that the managers know what that means. In your opinion, exactly what is 'coaching?'"

Direct url to this blog: http://www.astd.org/Publications/Blogs/Sales-Enablement-Blog/2012/05/What-Is-Coaching-Anyway.aspx

How Great Leaders Make Their Own Luck

1:17 PM Tuesday May 29, 2012

Interview with Morten Hansen

URL link to the HBR interview: http://blogs.hbr.org/video/2012/05/how-great-leaders-make-their-o.html?

Morten Hansen, management professor at UC Berkeley, describes the traits leaders need to help their organizations thrive in times of chaos and uncertainty.

Many Employees Left to Sink or Swim in Their Careers

May 30, 2012 - by ASTD Staff

"Fewer than one-fourth of employees reported that they felt managers were interested in the professional development of their staff, according to a new survey by career transition and talent development consulting firm Lee Hecht Harrison. More than half reported that their managers rarely or never take an interest in helping them develop in their roles."

Direct url to this blog: http://www.astd.org/Publications/Blogs/ASTD-Blog/2012/05/Many-Employees-Left-to-Sink-or-Swim-in-Their-Careers.aspx

Success Depends on Your Team: Tap the Potential

May 31, 2012 by John Baldoni

"Take it from Ford's Alan Mulally. Leaders who look for talent, nurture it, and give it authority are ones who achieve. Wise leaders look at what an employee can do rather than what he cannot do."

Direct url to this blog: http://www.inc.com/john-baldoni/leadership-success-depends-on-your-team-potential.html

Two Lists You Should Look at Every Morning

11:00 AM Wednesday May 27, 2009
by Peter Bregman

"I was late for my meeting with the CEO of a technology company and I was emailing him from my iPhone as I walked onto the elevator in his company's office building. I stayed focused on the screen as I rode to the sixth floor. I was still typing with my thumbs when the elevator doors opened and I walked out without looking up. Then I heard a voice behind me, "Wrong floor." I looked back at the man who was holding the door open for me to get back in; it was the CEO, a big smile on his face. He had been in the elevator with me the whole time. "Busted," he said."

Direct url to this blog: http://blogs.hbr.org/bregman/2009/05/two-lists-you-should-look-at-e.html

What Would Winston Do?

May 29, 2012 by Hitendra Wadhwa

"In 1940, a war-weary Britain was on the verge of capitulation. Here's how Churchill turned it around--and what it means for you."

Direct url to this blog: http://www.inc.com/magazine/201206/hitendra-wadhwa/leadership-what-would-winston-churchill-do.html

Seven "Non-Negotiables" to Prevent a Bad Hire

10:08 AM Thursday May 31, 2012
by David K. Williams and Mary Michelle Scott

"The costs of a bad hire are staggering. A recent survey by Career Builder reports more than two-thirds of employers were affected by a bad hire last year, according to AOL Jobs. Of nearly 2,700 employers surveyed, 41% estimate a single bad hire cost $25,000; a quarter estimate a bad choice cost $50,000 or more — not to mention the demoralizing effect of the issue on other employees and on the new hire. Losing a job is one of the most stressful events a human can experience."

Direct url to this blog: http://blogs.hbr.org/cs/2012/05/7_non-negotiables_to_prevent_a.html

How to Speak More Strategically

3:29 PM Thursday May 31, 2012
by Peter Bregman

"It had been three weeks since my throat started to feel sore, and it wasn't getting better. The pain was most acute when I spoke. So I decided to spend a few days speaking as little as possible. Every time I had the urge to say something, I paused for a moment to question whether it was worth irritating my throat."

Direct url to this blog: http://blogs.hbr.org/bregman/2012/05/how-to-speak-more-strategicall.html

Unemployment Is Up. Why Is It So Hard to Find the Right Hires?

June 1, 2012 by Leigh Buchanan

"Wharton professor Peter Cappelli argues in a new book that companies need to recruit talented people, and train them--the way they used to."

Direct url to this article: http://www.inc.com/leigh-buchanan/hiring-recruiting-unemployment-wharton-peter-cappelli.html

How to Make Failure Impossible

June 4, 2012 by Geoffrey James

"No one likes failing. Use these four steps to make sure you're always a winner."

Direct url to this blog: http://www.inc.com/geoffrey-james/how-to-make-failure-impossible.html

Charisma Is Not Enough. Great Leaders Execute

June 4, 2012 by Samuel Bacharach

"Unlike charisma, which is in your genes and dictated by your personality, you can learn strong execution skills. Here's what I mean."

Direct url to this blog: http://www.inc.com/samuel-bacharach/charisma-is-not-enough-great-leaders-execute-well.html

Learned Helplessness in Organizations

1:05 PM Tuesday June 5, 2012
by Ron Ashkenas

"Here's a cautionary tale of cultural disempowerment: A number of years ago, one of my colleagues was asked to help reduce bureaucracy and speed up decision-making in GE's former nuclear business — but was told that nothing could be done because every procedure was based on government regulations. "We're talking about nuclear reactors here," the managers said, "If we change the way we do things, something could blow up!"

Direct url to this blog: http://blogs.hbr.org/ashkenas/2012/06/learned-helplessness-in-organi.html

Five Ways to Ruin Your Innovation Process

2:00 PM Tuesday June 5, 2012
by Rita McGrath

"Most companies sabotage their own innovation processes without meaning to. I've noticed five tell-tale signs of this syndrome, which I recently described during a talk to the Columbia Media Forum."

Direct url to this blog: http://blogs.hbr.org/hbr/mcgrath/2012/06/five-ways-to-ruin-your-inno.html

The Responsiveness Trap

3:21 PM June 6, 2012 by Sarah Green

"If you feel sucked into a bottomless guilt vortex every time you look at your email inbox, this post is not for you. If you struggle to keep up with a deluge of 50, 100, 400 emails every day, go away. If you've clicked on this looking for tips in curtailing this incursion of correspondence, leave now."

Direct url to this blog: http://blogs.hbr.org/hbr/hbreditors/2012/06/the_responsiveness_trap.html

To Innovate, Play with Pieces Off the Game Board

12:10 PM June 11, 2012 by Philip Auerswald

"Think back to the last time you played chess with a first-grader. (Never? Shame!) You'll recall the almost overwhelming temptation the kid feels to play with the pieces off the board. First-graders can learn the rules and make appropriate moves on the board, but they aren't so ready as grownups to give up on the pieces that land on the sidelines. In fact, off the board, those pieces can be more interesting. Kings can strut about. Knights can whinny and gallop."

Direct url to this blog: http://blogs.hbr.org/cs/2012/06/to_innovate_play_with_pieces_o.html

Conversation Starter: How Intimate Are You?

8:00 AM June 11, 2012 by Boris Groysberg and Michael Slind

"The root cause of organizational dysfunction is often distance — the distance between leaders who communicate in a top-down fashion and employees who develop a sense of estrangement from those leaders. When that distance remains wide, the work of moving crucial information and key ideas across an organization becomes harder and harder. This gap can grow until it becomes a chasm: As leaders lose touch with their people, they lose the ability to maintain the sort of feedback process that enables organizational effectiveness. They neither truly speak to employees nor hear what employees have to say."

Direct url to this blog: http://blogs.hbr.org/cs/2012/06/conversation_starter_how_intim.html

The New Science of Building Great Teams

2:00 PM June 13, 2012 by Jason Sylva

"Managers have long believed that building high-performance teams is an art — not a science. But new research from MIT's Human Performance Dynamics Laboratory has identified the factors that characterize high-performing teams. These factors are observable, quantifiable, and measurable."

Direct url to this blog: http://blogs.hbr.org/events/2012/06/the-new-science-of-building-gr.html

How to Get Senior Leaders to Change

8:00 AM June 14, 2012 by Scott Keller

"Most senior executives understand and generally buy into the famous aphorism, "Be the change you want to see in the world." Prompted by HR professionals or consultants, they often commit themselves to "being the change" by personally role-modeling the desired behaviors. And then, in practice, nothing significant changes."

Direct url http://blogs.hbr.org/cs/2012/06/how_to_get_senior_leaders_to_c.html

LEAD WITH PURPOSE

June 20, 2012 by John Baldoni
Coach Your Employees to Succeed: A 4-Step Primer

"Feedback is critical to coaching. But it won't go far unless you set clear expectations for your employees. Here's how."

Direct url: http://www.inc.com/john-baldoni/coach-your-employees-to-succeed-four-step-primer.html

Make Decisions With Data, Not Hunches

June 21, 2012 by Langley Steinert

"Your pride says your hunch is on the money, but be sure the numbers tell the same story before you take a leap."

Direct url: http://www.inc.com/langley-steinert/make-decisions-with-data-not-hunches.html

Why HR Still Isn't a Strategic Partner

9:22 AM July 5, 2012 by J. Craig Mundy

"For two decades we have been hearing that HR must become a strategic partner to the business. And the fact that we're still hearing it suggests that in many organizations it hasn't happened."

Direct url: http://blogs.hbr.org/cs/2012/07/why_hr_still_isnt_a_strategic_partner.html

Sales Reps Should Avoid Customers Who Are Ready to Buy

7:18 AM Monday July 9, 2012 by Brent Adamson, Matthew Dixon and Nicholas Toman

"The phone rings at your desk — it's a big potential customer and they want you to come in and make a presentation. They have budget approval and consensus, up to the highest levels of the organization, to move forward on a major purchase. Their specs line up perfectly with what your company can deliver. And, you're on the customer's shortlist — they've narrowed it down to you and two of your biggest competitors."

Direct url: http://blogs.hbr.org/cs/2012/07/sales_reps_should_avoid_ready.html

How to Turn a Relationship Into a Sale

9:05 AM Wednesday July 11, 2012 by Keith Ferrazzi

"Sales teams that focus on relationships quickly learn the value of providing personal and professional value to clients rather than focusing solely on the sale. The impact of relationship building with your customers may surprise you. Ferrazzi Greenlight's study of 16 Global Account Teams (PDF) showed that these strategic, relationship-focused teams grew their accounts at least twice as fast as regular transactionally-focused account teams. This happened despite the fact that the relationship-focused teams worked on..."

Direct url: http://blogs.hbr.org/cs/2012/07/how_to_turn_a_relationship_int.html

Bring Back the General Manager

10:00 AM Tuesday July 10, 2012 by Ron Ashkenas

"Have you noticed that general managers are scarce these days? These are the executives who run discrete businesses and control all of the resources associated with them. But in many large companies, the only true general manager is the CEO."

Direct url: http://blogs.hbr.org/ashkenas/2012/07/bring-back-the-general-manager.html

Stephen R. Covey Taught Me Not to Be Like Him

11:55 AM Tuesday July 17, 2012 by Greg Mckeown

"Stephen R. Covey, the author of The Seven Habits of Highly Effective People, died yesterday. In a testament to his impact, his passing was news on CNN, The Washington Post and in many other publications around the world. The comments on these obituaries include two very divergent types."

Direct url: http://blogs.hbr.org/cs/2012/07/stephen_r_covey_taught_me_not.html

Are You Creating Disgruntled Employees?

6:00 AM Monday July 23, 2012 by JOSEPH FOLKMAN

"You can't make every worker happy, surely, and should a business even try? Evidence from our recent research suggests, actually, that the answer is yes."

Direct url: http://blogs.hbr.org/cs/2012/07/are_you_creating_disgruntled_e.html

I Won't Hire People Who Use Poor Grammar. Here's Why.

8:02 AM Friday July 20, 2012 by Kyle Wiens

"If you think an apostrophe was one of the 12 disciples of Jesus, you will never work for me. If you think a semicolon is a regular colon with an identity crisis, I will not hire you. If you scatter commas into a sentence with all the discrimination of a shotgun, you might make it to the foyer before we politely escort you from the building. Some might call my approach to grammar extreme, but..."

Direct url: http://blogs.hbr.org/cs/2012/07/i_wont_hire_people_who_use_poo.html

Let's Bring Back Accountability

7:00 AM Monday July 30, 2012 by Deborah Mills-Scofield

"From customers' and suppliers' viewpoint, Company X is fast growing, exciting, and high-energy. Inside, though, it's a tornado. Fighting fires, arguing over who committed to what, why it didn't happen, and noticing things that fell through the cracks in just enough time is normal."

Direct url: http://blogs.hbr.org/cs/2012/07/lets_bring_back_accountability.html

Marketing Is Dead

3:00 PM August 9, 2012 by Bill Lee

"Traditional marketing — including advertising, public relations, branding and corporate communications — is dead. Many people in traditional marketing roles and organizations may not realize they're operating within a dead paradigm."

Direct url: http://blogs.hbr.org/cs/2012/08/marketing_is_dead.html

Are You Sure You're Not a Bad Boss?

8:30 AM August 16, 2012 by Jack Zenger and Joseph Folkman

"Conjure up the term "bad boss" and what comes to mind? Scenes of red-faced people berating subordinates in public. Smarmy souls taking credit for other people's work or saying one thing and doing another. Cutting remarks. Yelling. Feel free to continue — we're sure you can."

Direct url: http://blogs.hbr.org/cs/2012/08/are_you_sure_youre_not_a_bad_b.html?referral=00563&cm_mmc=email-_-newsletter-_-daily_alert-_-alert_date&utm_source=newsletter_daily_alert&utm_medium=email&utm_campaign=alert_date

Get Smarter: Ask This One Question

Sep 19, 2012 by Tom Searcy

"If you want your team to learn from experience, I encourage you to add this simple question to your conversations.

My team has a not-so-inside joke about me. Here's why they tease me: Whenever we get unexpected results, or friction with a client or vendor or in a new working environment, at the end of the day I ask them: "What are we learning?" I'm not the first person to notice that smart people still repeat mistakes ... often. Even smart people often fail to learn from experience."

Direct url: http://www.inc.com/tom-searcy/thought-leadership-ask-this-question-for-smarter-company.html

Three Symptoms of a Vulnerable Team

1:00 PM September 20, 2012 by Keith Ferrazzi

"A number of years ago, I worked on an executive team in which everyone was located in the same building but people seemed frustratingly far apart. Yet at my first job out of business school, I worked on a number of teams in which we were scattered across the globe but I felt closely connected with those individuals. What accounts for such huge, seemingly counterintuitive differences?"

Direct url: http://blogs.hbr.org/cs/2012/09/three_symptoms_of_a_vulnerable_team.html

Why Command-and-Control Leadership Is Here to Stay

12:00 PM September 20, 2012 by Herminia Ibarra

"Travelling through Zurich airport, one billboard always catches my eye. The ad for IWC luxury watches says "Engineered for men who don't need a copilot."

My friends who study advertising as both a reflection and shaper of cultural norms would not disagree with my impression: We talk about the death of command and control leadership, and praise the rise of a new, more collaborative, breed of leader. But when push comes to shove, being in control sells. Collaborative is vegan; directive is meat and potatoes."

Direct url: http://blogs.hbr.org/cs/2012/09/why_command_and_control_leadership_is.html

Meet the New Boss: Big Data

Companies Trade In Hunch-Based Hiring for Computer Modeling
11:16 AM September 20, 2012 by Joseph Walker

"When looking for workers to staff its call centers, Xerox Corp. XRX 0.00% used to pay lots of attention to applicants who had done the job before. Then, a computer program told the printer and outsourcing company that experience doesn't matter.

The software said that what does matter in a good call-center worker—one who won't quit before the company recoups its $5,000 investment in training—is personality. Data show that creative types tend to stick around for the necessary six months. Inquisitive people often don't."

Direct url: http://online.wsj.com/article/SB10000872396390443890304578006252019616768.html

How to Build an Ethical Business Culture

September 19, 2012 by Gwen Moran

"Are business ethics in danger? A 2011 report from the Ethics Resource Center found that "ethics cultures are eroding and employees' perceptions of their leaders' ethics are slipping." Employees are experiencing increased retaliation against whistle-blowers as well as more pressure to break rules."

Direct url: http://www.entrepreneur.com/blog/224453

Ten Ways to Get People to Change

8:00 AM September 21, 2012 by Morten T. Hansen

How do you get leaders, employees, customers — and even yourself — to change behaviors? Executives can change strategy, products and processes until they're blue in the face, but real change doesn't take hold until people actually change what they do.

I spent the summer reviewing research on this topic. Here is my list of 10 approaches that seem to work.

Direct url: http://www.apsworld.org/productivity-blog/ten-ways-to-get-people-to-change

They Work Long Hours, but What About Results?

October 6, 2012 by ROBERT C. POZEN

"It's 5 p.m. at the office. Working fast, you've finished your tasks for the day and want to go home. But none of your colleagues have left yet, so you stay another hour or two, surfing the Web and reading your e-mails again, so you don't come off as a slacker."

Direct url: http://www.apsworld.org/productivity-blog/they-work-long-hours-but-what-about-results

This is Your Brain on Organizational Change

11:00 AM October 16, 2012 by Walter McFarland

"Why can't we change our organizations? Year after year, the list of companies that no longer exist because they were unable to evolve continues to grow. It includes such household names as Sunbeam, Polaroid, Tower Records, Circuit City, and Drexel Burnham Lambert. After six decades of study, untold investment, and the best efforts of scholars, executives, and consultants, most organizational change efforts still underperform, fail, or make things worse."

Direct url: http://www.apsworld.org/productivity-blog/this-is-your-brain-on-organizational-change

HARVARD BUSINESS REVIEW ARTICLE

The Real Leadership Lessons of Steve Jobs

by Walter Isaacson 
Source: Harvard Business Review 
11 pages. Publication date: Apr 01, 2012. Prod. #: R1204F-PDF-ENG

His saga is the entrepreneurial creation myth writ large: Steve Jobs cofounded Apple in his parents' garage in 1976, was ousted in 1985, returned to rescue it from near bankruptcy in 1997, and by the time he died, in October 2011, had built it into the world's most valuable company. Along the way he helped to transform seven industries: personal computing, animated movies, music, phones, tablet computing, retail stores, and digital publishing. He thus belongs in the pantheon of America's great innovators, along with Thomas Edison, Henry Ford, and Walt Disney. None of these men was a saint, but long after their personalities are forgotten, history will remember how they applied imagination to technology and business.

Direct url link to the first page of the article: http://hbr.org/2012/04/the-real-leadership-lessons-of-steve-jobs/ar/1

HARVARD BUSINESS REVIEW ARTICLE

How Managers Become Leaders

by Michael D. Watkins
Source Harvard Business Review 10 pages. Publication date: Jun 01, 2012. Prod. #: R1206C-PDF-ENG

Harold (not his real name) is a high-potential leader with 15 years of experience at a leading European chemical company. He started as an assistant product manager in the plastics unit and was quickly transferred to Hong Kong to help set up the unit's new Asian business center. As sales there soared, he soon won a promotion to sales manager. Three years later he returned to Europe as the marketing and sales director for Europe, the Middle East, and Africa, overseeing a group of 80 professionals. Continuing his string of successes, he was promoted to vice president of marketing and sales for the polyethylene division, responsible for several lines of products, related services, and a staff of nearly 200.

Direct url link to the first page of the article: http://hbr.org/2012/06/how-managers-become-leaders/ar/1

HARVARD BUSINESS REVIEW ARTICLE

Cultural Change That Sticks

by Jon R. Katzenbach, Ilona Steffen, and Caroline Kronley
9 pages. Publication date: Jul 01, 2012. Prod. #: R1207K-PDF-ENG

"In the early 2000s Aetna was struggling mightily on all fronts. While on the surface revenues remained strong, its rapport with customers and physicians was rapidly eroding, and its reputation was being bludgeoned by lawsuits and a national backlash against health maintenance organizations and managed care (which Aetna had championed). To boot, the company was losing roughly $1 million a day, thanks to cumbersome processes and enormous overhead, as well as unwise acquisitions."

Direct url link to the first page of the article: http://hbr.org/2012/07/cultural-change-that-sticks/ar/1?cm_mmc=email-_-newsletter-_-management_tip-_-tip081512&referral=00203&utm_source=newsletter_management_tip&utm_medium=email&utm_campaign=tip081512

HARVARD BUSINESS REVIEW ARTICLE

Are You a Collaborative Leader?

by Herminia Ibarra, Morten T. Hansen
8 pages. Publication date: Jul 01, 2011. Prod. #: R1107D-PDF-ENG

"Watching his employees use a new social technology, Marc Benioff, the CEO of Salesforce.com, had an epiphany. His company had developed Chatter, a Facebook inspired application for companies that allows users to keep track of their colleagues and customers and share information and ideas. The employees had been trying it out internally, not just within their own work groups but across the entire organization. As Benioff read the Chatter posts, he realized that many of the people who had critical customer knowledge and were adding the most value were not even known to the management team."

Direct url link to the first page of the article: http://hbr.org/2011/07/are-you-a-collaborative-leader/ar/1