The best managers avoid all of these temptations. They know that the manager’s challenge is not to perfect people but to capitalize on each person’s uniqueness. They select for talent, no matter how simple the role appears. Their first instinct is to trust the people they have selected. And they believe that, with enough thought, even intangibles like customer satisfaction and employee morale can be defined in terms of outcomes. However, this does not mean they dismiss the need for steps. They don’t. A manager’s basic responsibility is to turn talent into performance. Certain required steps
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