APPA Library

"How Leaders Create Change"
Author: Jenkins, Charles W.
Published In: Perspectives on Leadership in Facilities Management
Date: 1995

Leaders create change by changing the reward system; if want different behavior, stop rewarding the kind you don't want and start rewarding the kind you do. Author used this approach in improving how staff related to customers. Realized need to also have employees establish their own individual standards for what behavior is to be rewarded and create win-win situation.

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