Hey EagleClaw, thanks for the clarification. Funny what you mention. I worked once as part of a small group that supported the company's call center. We were an energetic, enthusiastic team, headed by a manager who used all the positive-reinforcement techniques, and inspired us to do more. We actually worked longer hours and went out of our way to exceed her expectations because she had earned our respect and admiration.
Then she was forced out of the company and replaced with an MBI manager. The new guy systematically demoralized the group and changed it from a great place to work, to an awful place to work. I eventually left (to avoid getting fired, due to unreasonable expectations that I didn't handle well), and things never got any better there. In fact, the group was summarily fired a couple years later, along with the entire call center in that location, as a scapegoat for yet another bad software release by development. The MBI manager was in another location though, so he was kept on.
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