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Role Play

           The good, the bad, and hopefully not too ugly!

Face of the Firm

It's always been a paradox—and head-banging challenge—for business leaders that the key points of interface come at the outer levels of the organization. Think about it. It's not the polished executives or carefully written mission statements that your public encounters.  They encounter cashiers, security guards, customer service reps.  These encounters shape a firm’s reputation.  

People are the face of the firm —sometimes the most removed, and often the lowest paid employees in the mix.