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For better results, empathize with your customers and employees

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This is the latest news and information for workers and managers from across the Web universe, brought to you by Monday Morning Manager writer Harvey Schachter. Follow us on Twitter @Globe_Careers or join our Linked In group.

Since the industrial revolution, Columbia University Professor Rita McGrath says, we shifted from an era of execution to one of expertise in the 1950s-60s to the newly emerging age of empathy. With dissatisfaction of institutions rising, empathy must come towards both customers and employees, with savvy managers creating communities. Harvard Business Review Blogs.

Give feedback earlier

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Content creator Alina Vrabie urges a 30 per cent feedback rule for projects, with teams encouraging comments on how they are faring from others when a third into the project rather than waiting until near the end to unveil a more polished but perhaps also more fundamentally flawed product. Lifehacker.com

When they say they're on vacation, they mean it

Send an email to a vacationing employee of German auto-maker Daimler and you'll receive a response: "I am on vacation. I cannot read your email. Your email is being deleted. Please contact Hans or Monika if it's really important, or resend the email after I'm back in the office." BBC.com

Don't let one failure throw you off track

Research on decision-making with basketball coaches reveals an outcome bias: They are more likely to revise strategy after a loss than a win, even narrow losses which may say little about team effectiveness or an expected loss when failure was outside team control. Beware of similar outcome influences in your office. Michael Roberto's Blog

Take better notes

Consultant Wally Bock recommends Lavenger's shirt pocket briefcase for index cards, which allows you to capture ideas and take notes on 3 x 5 cards, which can be highly effective for organizing and acting. WritingaBookwithWally.com

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Harvey Schachter is a Battersea, Ont.-based writer specializing in management issues. He writes Monday Morning Manager and management book reviews for the print edition of Report on Business and an online work-life column Balance. E-mail Harvey Schachter

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About the Author
Management columnist

Harvey Schachter is a Kingston, Ont.-based writer specializing in management issues. He writes Monday Morning Manager and management book reviews for the print edition of Report on Business and an online column, Power Points. More

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