This book is based on more than twenty-five years of experience witnessing
managers and supervisors succeed despite inept leadership, ill-formed human
resource policies, and inadequate information and communication systems.
They succeeded because of their respect for others, their ingenuity in addressing
problems, and mostly because of their unwavering optimism. I have
immense respect for the people who live day-to-day with dysfunctional management
systems. Geary Rummler said, “Put a good person in a bad system,
and the system will win every time.”1 This may be true in many circumstances,
but I see people succeeding in bad systems. This book is meant to help managers
and supervisors become even more effective, whether they work in good
or bad systems.
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