F RU ST R AT I O N : T H E S I L E N T K I L L E R hard truths. Many managers would rather identify a specific employee issue and tackle it than acknowledge the problem as having more systemic causes. Frustration: A Global Issue Beth, Lauren, Stacy, and the other Bernette employees we've met work in a U.S. financial services company call center. But the problem of frustration in the workplace is not unique to this setting. Far from it. Hay Group research has confirmed that issues of frustra- tion and a lack of organizational support for performance are not restricted to any particular job level, function, industry, or geography. As Figure 2.1 illustrates, looking across a number of major industry sectors, between 32 and 48 percent of em-