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...connect with the employee to solve these issues while creating trust and recognition (Peters & Austin, 1985). This does not indicate the manager/leader wanders aimlessly around the facility, forgoing their duties, but interacts, reviews and gains first knowledge about the issues, solutions and employees (Davis & Goetsch, 2010). The manager should have asked questions, solicit input from employees and engage them on a personal basis thereby creating an environment for empowerment (Davis & Goetsch, 2010). This technique is very useful in the clinic and allows the manager to participate in customer service, employee recognition while observing the operations of the clinic. I usually spend 30 minutes walking around each of the 15 clinics to listen to concerns, ask question or connect with the individuals who the work and I want each of them to feel valued and special.
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