Recently, someone asked me what I thought to be the biggest mistake of a manager. I believe that managers can get so caught up with processes that they forget about the people. People are what drives an organization. People are not machines, they are emotional. A manager needs to be able to sense the emotional response of the people around him, then respond in a positive way that helps the person stay on track while working within their process. Behaviour of the workforce changes whenever there is a significant emotional event…good or bad. You’ll see it at work a lot. Someone is going through a divorce, their work product is impacted. Someone gets engaged, also impacts their work product. As a manager myself, I have found my job to be less about the processes I am responsible for, and more about the people reponsible for carrying out the work. When I think of servant leadership, this quote comes to mind…”I work for my people, but I report to my boss.”