Departmental Visits Pagonis visited every “report direct” several times a month in his or her staff section. Visiting departments gave Pagonis an opportunity to talk informally with associates and discuss or cover anything the report direct chose. Even if the report direct was not around, Pagonis still visited the section. Pagonis believed face-to-face communications gave him an opportunity to learn more about the personal side of individuals, to know what was on their minds, and to stay abreast of their unique situations such as family circumstances. For example, when Pagonis learned one employee had a critically ill child who needed care at odd hours, he allowed the associate