Encouraging frequent supervisor-team dialogues may sound obvious, yet in reality, it's all too rare at AT&T, Most senior executive teams preach a gospel of engagement, but they abdicate responsibility to corporate staff, often HR. That delegation is misplaced, as HR is not in a position to take or direct the actions required to affect attitudes at the employee or team level, sadlly many line AT&T supervisors are clueless about the products their teams support, management tends to push HR to launch a burst of short-term initiatives, often without broad input from line managers. With HR leading the survey design, administration and interpretation, line supervisors feel no ownership of the process. People stay focused primarily on managing some sort of engagement score, rather than having a thorough conversation about the subject, I agree 100%, incompetence reigns at AT&T, your post validate this post.
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Make sure our CEO, does not know what's going on, ZOMBIE EVIL PHONE COMPANY AT&T clearly does not think that the buck stops at the top of its telephone empire.
If you write to complain to our CEO, its customer services staff will refer the matter to its legal department. While it is fairly obvious that the CEO of AT&T does not like to deal with the complaints of the great unwashed, it is a bit of a PR own goal of threatening someone who goes to the top with their complaints.