How bosses can turn down the heat

05/2/2011 | Harvard Business Review online

When the going gets rough, leaders need to be able defuse tension and prevent flare-ups that could cause lasting damage to workplace relationships. The first step is always to listen to your workers and empathize with the pressures they're under, writes Rosabeth Moss Kanter, and from there to offer support and remind your team of their higher purpose. "The swarming alligators make you forget that the goal was to drain the swamp," Kanter writes.

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