Building a resilient and service-driven culture.

Because the theme of this communique is building a resilient and service-driven culture, I wanted to reflect a moment with you on the toll that the economy may be taking.

We must be mindful that as organizations adapt to market economics, that our staff are also adapting.

Clear, frequent, and visible communication is required. We urge all leaders to practice MBWA (Managing By Walking Around), and round with their staff. Get to know the issues.

Listen. Explain.

Be aware that as economic, family, and other stresses rise, that organizational commitment, job involvement, and job satisfaction of your workforce may also be affected.

Have a plan to 'keep your finger on the pulse' of these critical matters, and respond on a daily basis (if necessary).