Stewart is in charge of consumer research for a financial organization. One day, his chief project manager, Erin, hurries into his office, visibly upset. “Stewart, we’re way behind tabulating the monthly customer data. I don’t see how this report will be finished by the 1st! My people are about ready to jump out the window. Do you know how many handwritten surveys have to be keyed in?”

Stewart smiles and nods his head. “Erin, Erin, take it easy! We can get through this. You have my authorization to hire any temps you need to get over the hump.” Then, he adds, “This will work out. It’s no big deal.”

Erin stares at Stewart. He can see she appears angered. She blurts out “Fine!”, turns on her heel, and storms out.

Stewart is bewildered. He did what he thought he was supposed to do — help his direct reports and solve problems. In this case, he gave Erin what she needed to succeed. What is Stewart missing as a manager?