Readings in Leadership and Management 4
While some front-line supervisors demonstrated exceptional leadership skills, many did not. Often my biggest problems were created by supervisors who did not treat their employees properly, who did not communicate expectations, and who did not seem to understand or follow the most basic requirements of leading or managing people. These profound failings were crippling to the organization and required many hours of counseling, training, and, in some cases, terminations to remedy.
Over time I realized that any focus on training of line employees to smile and be friendly was a waste of time until I could be assured that supervisors developed basic leadership skills.