Frontline workers (whether they’re selling goods, driving trucks, treating patients, flying planes, operating machinery or doing any other role that doesn’t involve sitting behind a desk) are often closer to customers than their own leadership.
There’s now an urgent expectation for a new kind of leadership. One that, in the words of HR analyst Josh Bersin, represents a shift towards “empathy, compassion and understanding3.” Because that’s the only way to create a sense of belonging and unlock the potential that only people can deliver.
