Part Three: Chapter 10, Managing with Heart Summary and Analysis

In business people skills are becoming increasingly more valuable. The days of the bully manager are over in favor of building consensus and harmony in the workplace. One management consultant said, "Stress makes people stupid," to describe the effects. When people are upset they have memory problems, creativity is lowered, and they have difficulty paying attention, learning or making clear decisions. Good management means giving employees feedback on their performance so they can improve. Just as in marriage, personal attacks, sarcasm, disgust, contempt and bitterness create an emotional response that does not resolve the problem at hand.

Corporate consultant and psychoanalyst Harry Levinson advises managers on how to coach employees: be specific, offer a solution, be present (face-to-face in private) and be sensitive (be attuned to the employee's point of view...