The outward-facing aspect is to do with one's integrity in relations with others.
Inward-facing authenticity has to do with being in touch with one's
values, feelings and desires.
|Veryard Project Papers||A systems view of authenticity|
This is therefore one of the many management terms whose meaning in practice is almost exactly opposite to its literal meaning.
The word empowerment is much abused. Many organizations preach it insincerely. In the worst cases, it is used as a label for its opposite: coercing staff to work harder (or to do unpaid overtime) to please customers, without giving them the resources or support that they need to do it properly. "You are empowered, so how dare you leave the office at 5pm?"
But in the best cases, it is a label for a sense of shared responsibility and authority, a shared confidence that management will back me up and reward my well-meant attempts to please the customer.
Empowerment may also include the freedom to use discretion and judgement
in interpreting and responding to events, and the opportunity to influence
the agenda, and to set/negotiate goals and priorities.
|Veryard Project Papers||Enabling, Encouraging & Empowering|
Once: A fixed allocation of power and resources. A management hierarchy of delegation and reporting.
Increasingly: The growth of individuals and groups in capability
Increasingly: Mutual responsiveness and partnership. Shared exploration
of common interest. Win-win negotiation.
|Veryard Project Papers||Business Relationship Management|
|Internet Links||Customer Relationship Management: Mass Customization, Call Centres, et al|
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