"Who can take this action?"

As executive leader of a company, division or department, you've kept the lines of communication open through ad hoc chats, a culture of collaboration, and the weekly or bi-weekly staff meeting. Some issues that were hallway scuttle-butt may have far more import than coffee-conversation griping. The perceptive leader's ears will tune faster than a night watch dog. Is this an ominous concern? Is it implying an easily fixed nuisance or a potential risk to our strategic goals and customer experience? The perceptive leader may scratch-pad the issue in her mind and take it to the staff meeting, understanding that the issue might have far reaching implications -- perhaps it's a customer (

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