Managers Learn to Bond With Remote Workers

Far-Flung Employees
Need Close Contact
And Clear Objectives

Working with thousands of employees across 20 IBM service delivery centers in eight countries, Erik Bush knows all too well the joys and frustrations of remote management.

Mr. Bush, vice president of global delivery for International Business Machines Corp., remembers one conference call where he learned an important lesson on remote management. Employees were listening to a presentation by a project leader in Brazil who spoke nonstop. "He continued to move from one chart to the next without taking a moment to pause," recalls Mr. Bush, who is based in Atlanta. The speaker never knew his slides were confusing, because nobody could interject a question. These days, the conference calls Mr. Bush hosts are moderated.

By ELIZABETH GARONE

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