Phyllis and her coworkers hardly ever talk to their boss Courtney. In fact, they only see her once or twice a day. Nevertheless, their department generally chugs along like a well-oiled machine thanks to the extremely structured nature of their work. They use a software system that tracks their time, guides them through each step of their workday, and even contains a help guide that addresses almost every conceivable problem that could arise. Everyone knows what their job is and what is expected of them. The software system acts as a(n)

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According to the substitutes for leadership model, neutralizers only reduce the importance of the leader; they themselves have no beneficial impact on performance. For example, spatial distance lessens the impact of a leader's behaviors and styles, but distance itself has no direct benefit for employee job performance.

Phyllis and Her Coworkers Hardly Ever Talk to Their Boss