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<div class="primary-image__media"> <div class="img-placeholder" style="padding-bottom:66.6%;"> <img src="https://www.liveabout.com/thmb/NC25KlyCxDvhXejQiBTiDim-PB8=/1500x0/filters:no_upscale():max_bytes(150000):strip_icc()/GettyImages-1023150078-5c6b109946e0fb0001b35db6.jpg" width="2121" height="1414" srcset="https://www.liveabout.com/thmb/NC25KlyCxDvhXejQiBTiDim-PB8=/1500x0/filters:no_upscale():max_bytes(150000):strip_icc()/GettyImages-1023150078-5c6b109946e0fb0001b35db6.jpg 1500w" sizes="750px" alt="If an employee is failing, it may be that he or she just doesn't know what you want them to do." class=" primary-image__image mntl-primary-image--blurry" onload="(function(e){e.classList.add('loaded')})(this)" style="--blurry: 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data-collapsed-text="Expand" data-expanded-text="Collapse">Expand</button></div></div> <ul id="mntl-toc__list_1-0" class="comp mntl-toc__list"><li id="mntl-toc__list-item_1-0" class="comp mntl-toc__list-item mntl-block"><div id="mntl-toc__list-item-heading_1-0" class="comp mntl-toc__list-item-heading mntl-block"><a href="#toc-why-dont-employees-do-what-you-want-them-to-do" rel="nocaes" id="mntl-toc__list-item-link_1-0" class="mntl-toc__list-item-link mntl-text-link mntl-toc__list-item-link js-mntl-toc-link" data-tracking-container="true" ><span class="link__wrapper">Why Don’t Employees Do What You Want</span></a></div></li> <li id="mntl-toc__list-item_2-0" class="comp mntl-toc__list-item mntl-block"><div id="mntl-toc__list-item-heading_2-0" class="comp mntl-toc__list-item-heading mntl-block"><a href="#toc-5-critical-management-systems" rel="nocaes" id="mntl-toc__list-item-link_2-0" class="mntl-toc__list-item-link mntl-text-link mntl-toc__list-item-link js-mntl-toc-link" data-tracking-container="true" ><span class="link__wrapper">5 Critical Management Systems</span></a></div></li> <li id="mntl-toc__list-item_3-0" class="comp mntl-toc__list-item mntl-block"><div id="mntl-toc__list-item-heading_3-0" class="comp mntl-toc__list-item-heading mntl-block"><a href="#toc-management-systems-goal-setting-and-employee-involvement" rel="nocaes" id="mntl-toc__list-item-link_3-0" class="mntl-toc__list-item-link mntl-text-link mntl-toc__list-item-link js-mntl-toc-link" data-tracking-container="true" ><span class="link__wrapper">Goal Setting and Employee Involvement</span></a></div></li> <li id="mntl-toc__list-item_4-0" class="comp mntl-toc__list-item mntl-block"><div id="mntl-toc__list-item-heading_4-0" class="comp mntl-toc__list-item-heading mntl-block"><a href="#toc-management-systems-delegation" rel="nocaes" id="mntl-toc__list-item-link_4-0" class="mntl-toc__list-item-link mntl-text-link mntl-toc__list-item-link js-mntl-toc-link" data-tracking-container="true" ><span class="link__wrapper">Management Systems: Delegation</span></a></div></li> <li id="mntl-toc__list-item_5-0" class="comp mntl-toc__list-item mntl-block"><div id="mntl-toc__list-item-heading_5-0" class="comp mntl-toc__list-item-heading mntl-block"><a href="#toc-management-systems-training-education-and-development" rel="nocaes" id="mntl-toc__list-item-link_5-0" class="mntl-toc__list-item-link mntl-text-link mntl-toc__list-item-link js-mntl-toc-link" data-tracking-container="true" ><span class="link__wrapper">Training, Education, and Development</span></a></div></li> <li id="mntl-toc__list-item_6-0" class="comp mntl-toc__list-item mntl-block"><div id="mntl-toc__list-item-heading_6-0" class="comp mntl-toc__list-item-heading mntl-block"><a href="#toc-signs-that-employees-dont-know-what-you-want-them-to-do" rel="nocaes" id="mntl-toc__list-item-link_6-0" class="mntl-toc__list-item-link mntl-text-link mntl-toc__list-item-link js-mntl-toc-link" data-tracking-container="true" ><span class="link__wrapper">Signs That Employees Don't Know</span></a></div></li></ul></div></div> <div id="reference-bylines_1-0" class="comp reference-bylines mntl-bylines right-rail__offset"><div id="mntl-bylines__group_1-0" class="comp mntl-bylines__group mntl-block mntl-bylines__group--author"><div id="mntl-bylines__item_1-0" class="comp mntl-bylines__item mntl-attribution__item mntl-attribution__item--has-date"> <span class="mntl-attribution__item-descriptor">By</span> <div data-tooltip="<p>Susan Heathfield is an HR and management consultant with an MS degree. She has decades of experience writing about human resources.</p>" tabindex="0" data-inline-tooltip="true"> <a href="https://www.liveabout.com/susan-m-heathfield-6500900" rel="nocaes" data-trigger-link="true" class="mntl-attribution__item-name" tabindex="-1" >Susan M. Heathfield</a> <div id="mntl-author-tooltip_1-0" class="comp mntl-author-tooltip mntl-tooltip mntl-group mntl-author-tooltip--no-job-title"> <div class="mntl-author-tooltip__top mntl-author-tooltip__top--no-image"> <div id="mntl-author-tooltip__name_1-0" class="comp mntl-author-tooltip__name mntl-attribution__item "> <a href="https://www.liveabout.com/susan-m-heathfield-6500900" rel="nocaes" class="mntl-attribution__item-name" tabindex="0" >Susan M. Heathfield</a> </div> <ul id="mntl-author-tooltip__education_1-0" class="comp mntl-author-tooltip__education mntl-block"></ul> <div class="mntl-author-tooltip__bio"> <p>Susan Heathfield is an HR and management consultant with an MS degree. She has decades of experience writing about human resources.</p> </div> </div> <div class="mntl-author-tooltip__bottom"> <span class="mntl-author-tooltip__learn-more-text">Learn about our</span> <a href="/about-us-4779650#toc-editorial-guidelines" rel="nocaes" class="mntl-author-tooltip__learn-more-link" >Editorial Process</a> </div> </div></div> </div> <div class="mntl-attribution__item-date">Updated on 05/02/20</div></div> </div></div> </div><div class="loc article-content"><div id="article-content_1-0" class="comp article-content mntl-block"><div id="mntl-sc-page_1-0" class="comp mntl-sc-page mntl-block structured-content expert-content" data-sc-sticky-offset="100" data-sc-ad-label-height="24" data-sc-ad-track-spacing="100" data-sc-min-track-height="250" data-sc-max-track-height="600" data-sc-breakpoint="50em" data-sc-load-immediate="3" data-sc-content-positions="[1, 1050, 1250, 1550, 1950, 2350, 2750, 3150]" data-bind-scroll-on-start="true"><p id="mntl-sc-block_1-0" class="comp mntl-sc-block mntl-sc-block-html"> Managers perennially ask why employees don’t do what they are supposed to do. While part of the responsibility falls on choices individual employees make, managers need to shoulder part of the blame, too. Managers and the management systems they create are commonly responsible when employees don't do what you want them to do. </p> <div id="mntl-sc-block_2-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <p id="mntl-sc-block_3-0" class="comp mntl-sc-block mntl-sc-block-html"> Employees want to succeed at work. You don’t know a single person who gets up in the morning and says, “Gee, I think I’ll go to work and fail today.” Employees often fail because of a failure in your employee management systems. </p> <div id="mntl-sc-block_4-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <div id="mntl-sc-block_5-0" class="comp mntl-sc-block reference-sc-block-callout mntl-sc-block-callout mntl-block theme-experttipnote" data-tracking-id="mntl-sc-block-callout" data-tracking-container="true"><div id="mntl-sc-block-callout-body_1-0" class="comp mntl-sc-block-callout-body mntl-text-block"><p>To determine why an employee is failing at a task or why their goals seem unachievable, you need to ask the question that <a href="https://deming.org/deming/deming-the-man" data-component="link" data-source="inlineLink" data-type="externalLink" data-ordinal="1">Dr. W. Edwards Deming</a> (the father of the U.S. quality movement) traditionally asked: “What about the work system is causing the employee to fail?” An examination of the work systems usually yields important answers he was wont to say in his lectures to managers.</p></div></div> <span class="heading-toc" id="toc-why-dont-employees-do-what-you-want-them-to-do"></span><h2 id="mntl-sc-block_6-0" class="comp mntl-sc-block reference-sc-block-heading mntl-sc-block-heading"> <span class="mntl-sc-block-heading__text"> Why Don’t Employees Do What You Want Them to Do? </span> </h2> <p id="mntl-sc-block_7-0" class="comp mntl-sc-block mntl-sc-block-html"> Internationally known consultant, speaker, and former professor at Columbia University’s Graduate School of Business, Ferdinand Fournies, in his landmark book, "Why Employees Don’t Do What They’re Supposed to Do and What to Do About It," says that one reason is that employees don’t know what they are supposed to do<strong>.</strong> Managers play an essential role in helping employees know what they are supposed to do. </p> <div id="mntl-sc-block_8-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <span class="heading-toc" id="toc-5-critical-management-systems"></span><h2 id="mntl-sc-block_9-0" class="comp mntl-sc-block reference-sc-block-heading mntl-sc-block-heading"> <span class="mntl-sc-block-heading__text"> 5 Critical Management Systems </span> </h2> <p id="mntl-sc-block_10-0" class="comp mntl-sc-block mntl-sc-block-html"> Managers do this by creating effective management systems. They help employees by developing and using these five critical management systems. </p> <div id="mntl-sc-block_11-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <span class="heading-toc" id="toc-management-systems-goal-setting-and-employee-involvement"></span><h2 id="mntl-sc-block_12-0" class="comp mntl-sc-block reference-sc-block-heading mntl-sc-block-heading"> <span class="mntl-sc-block-heading__text"> Management Systems: Goal Setting and Employee Involvement </span> </h2> <p id="mntl-sc-block_13-0" class="comp mntl-sc-block mntl-sc-block-html"> As a manager, you'll want to design your employee management system of <a href="https://www.liveabout.com/how-to-set-and-achieve-goals-1918137" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">goal setting</a> and <a href="https://www.liveabout.com/employee-involvement-1918100" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="2">employee involvement</a> to enable employees to succeed. </p> <div id="mntl-sc-block_14-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <ul id="mntl-sc-block_15-0" class="comp mntl-sc-block mntl-sc-block-html"> <li>Help to <a href="https://www.liveabout.com/what-are-smart-goals-5197217" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">establish overall goals</a> for your department and work unit. Take ownership of the goals that the company requires you to meet and the goals that you can subjectively set, in addition.</li> <li>Communicate the goals of the work unit or enable employees to participate in setting the goals, to develop more employee ownership of the goals.</li> <li>Involve employees in determining how they will go about achieving the goals.</li> <li>Help employees <a href="https://www.liveabout.com/create-value-with-human-resource-measures-1918399" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="2">know what to measure</a> and how to measure so that they can see that they are making progress in meeting the goals.</li> </ul> <div id="mntl-sc-block_16-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <span class="heading-toc" id="toc-management-systems-delegation"></span><h2 id="mntl-sc-block_17-0" class="comp mntl-sc-block reference-sc-block-heading mntl-sc-block-heading"> <span class="mntl-sc-block-heading__text"> Management Systems: Delegation </span> </h2> <p id="mntl-sc-block_18-0" class="comp mntl-sc-block mntl-sc-block-html"> <a href="https://www.liveabout.com/delegation-as-a-leadership-style-1916731" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">Delegate projects and other activities</a> to help employees meet department goals by using effective management system delegation methods. </p> <div id="mntl-sc-block_19-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <ul id="mntl-sc-block_20-0" class="comp mntl-sc-block mntl-sc-block-html"> <li>Assist the employee to make an overall work plan with dates and a timeline for when key deliverables are due for review.</li> <li>Share any preconceived pictures you may have of what you want the outcome or deliverables to look like so that <a href="https://www.liveabout.com/communication-in-the-workplace-1918089" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">you and the employee share meaning</a>.</li> <li>Establish the criteria for success. You'll want to create the <a href="https://www.liveabout.com/how-to-celebrate-success-at-work-4160403" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="2">opportunity for a celebration</a>.</li> <li>Meet with the employee at designated due dates to assess progress and roadblocks encountered. You don't want to be blindsided—and the employee doesn't want to be either—if a deadline or step is missed.</li> </ul> <div id="mntl-sc-block_21-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <span class="heading-toc" id="toc-management-systems-training-education-and-development"></span><h2 id="mntl-sc-block_22-0" class="comp mntl-sc-block reference-sc-block-heading mntl-sc-block-heading"> <span class="mntl-sc-block-heading__text"> Management Systems: Training, Education, and Development </span> </h2> <p id="mntl-sc-block_23-0" class="comp mntl-sc-block mntl-sc-block-html"> Training <a href="https://www.liveabout.com/how-great-managers-motivate-their-employees-1918772" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">plays a role in employees knowing</a> what they are supposed to do. They need the skills and tools essential for them to succeed in their jobs. As a manager, you bear a lot of the responsibility to ensure that your reporting employees are given the opportunity to develop the skills they need to succeed. </p> <div id="mntl-sc-block_24-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <ul id="mntl-sc-block_25-0" class="comp mntl-sc-block mntl-sc-block-html"> <li>Keep commitments about employee developmental opportunities written in the performance development plan. (The ability to grow and develop their skills is crucial to <a href="https://www.liveabout.com/what-people-want-from-work-motivation-1919051" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">employee motivation and success</a>).</li> <li>Coach employee skill development daily and in their <a href="https://www.liveabout.com/how-can-a-mentor-benefit-your-career-526243" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="2">one-on-one, weekly meetings</a> with you.</li> </ul> <div id="mntl-sc-block_26-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <h3 id="mntl-sc-block_27-0" class="comp mntl-sc-block reference-sc-block-subheading mntl-sc-block-subheading"> <span class="mntl-sc-block-subheading__text"> Management Systems: Recognition and Reward </span> </h3> <div id="mntl-sc-block_28-0" class="comp mntl-sc-block reference-sc-block-callout mntl-sc-block-callout mntl-block theme-experttipimportant" data-tracking-id="mntl-sc-block-callout" data-tracking-container="true"><div id="mntl-sc-block-callout-body_2-0" class="comp mntl-sc-block-callout-body mntl-text-block"><p>Recognition is the most powerful <a href="https://www.liveabout.com/the-power-of-positive-employee-recognition-1919054" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">form of employee feedback</a>. Timely, <a href="https://www.liveabout.com/employee-recognition-rocks-1919053" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="2">appropriate recognition</a> to an employee is the feedback that reinforces actions you want to see more of from the employee. If the employee is informed, through timely, specific recognition, of the types of actions you want to see, the employee is likely to repeat them.</p></div></div> <ul id="mntl-sc-block_29-0" class="comp mntl-sc-block mntl-sc-block-html"> <li>Provide <a href="https://www.liveabout.com/employee-motivation-6524425" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">recognition that is timely</a>, and that reinforces employee learning and goal accomplishment.</li> <li>Recognize employees for doing what you want them to do.</li> </ul> <div id="mntl-sc-block_30-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <p id="mntl-sc-block_31-0" class="comp mntl-sc-block mntl-sc-block-html"> In a mid-sized company, semi-annual <a href="https://www.liveabout.com/employee-satisfaction-1918014" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">employee satisfaction surveys</a> are conducted. The Culture and Communications team was not satisfied with the amount of specific information received in response to the question, "How does the company make you feel that <a href="https://www.liveabout.com/leaders-set-expectations-examples-1918620" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="2">it is genuinely interested in employee well-being</a>?" </p> <div id="mntl-sc-block_32-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <p id="mntl-sc-block_33-0" class="comp mntl-sc-block mntl-sc-block-html"> The committee devised a second questionnaire and discovered that the number one factor that affected whether employees felt genuinely cared about by the company, was positive, personal <a href="https://www.liveabout.com/top-mistakes-managers-make-managing-people-1917718" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">interaction time with their manager</a>. Pretty powerful. finding, wouldn't you say? </p> <div id="mntl-sc-block_34-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <p id="mntl-sc-block_35-0" class="comp mntl-sc-block mntl-sc-block-html"> Do you have these management systems in place? Are employees still acting as if they don't know what you want them to do? </p> <div id="mntl-sc-block_36-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <span class="heading-toc" id="toc-signs-that-employees-dont-know-what-you-want-them-to-do"></span><h2 id="mntl-sc-block_37-0" class="comp mntl-sc-block reference-sc-block-heading mntl-sc-block-heading"> <span class="mntl-sc-block-heading__text"> Signs That Employees Don't Know What You Want Them to Do </span> </h2> <p id="mntl-sc-block_38-0" class="comp mntl-sc-block mntl-sc-block-html"> Signs that your employees still don’t know what you want them to do include </p> <div id="mntl-sc-block_39-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <ul id="mntl-sc-block_40-0" class="comp mntl-sc-block mntl-sc-block-html"> <li>assignments that are not completed on time;</li> <li>procrastination on projects;</li> <li>errors and mistakes;</li> <li>a focus on non-essential, busy work;</li> <li>unsatisfactory amounts of output;</li> <li>outcomes that don't capitalize on the potential for success;</li> <li>unwillingness to ask for help;</li> <li>excuses and <a href="https://www.liveabout.com/how-to-take-responsibility-for-your-life-1919214" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">failure to take responsibility</a>; and</li> <li>failure to provide you with timely feedback.</li> </ul> <div id="mntl-sc-block_41-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <p id="mntl-sc-block_42-0" class="comp mntl-sc-block mntl-sc-block-html"> If you see these signs from your employees, you need to reinforce the above described five management systems to see what you need to add to make them more effective. </p> <div id="mntl-sc-block_43-0" class="comp mntl-sc-block mntl-sc-block-adslot mntl-block"></div> <div id="mntl-sc-block_44-0" class="comp mntl-sc-block reference-sc-block-callout mntl-sc-block-callout mntl-block theme-keytakeaways" data-tracking-id="mntl-sc-block-callout" data-tracking-container="true"><h3 id="mntl-sc-block-callout-heading_1-0" class="comp mntl-sc-block-callout-heading mntl-text-block">The Bottom Line</h3> <div id="mntl-sc-block-callout-body_3-0" class="comp mntl-sc-block-callout-body mntl-text-block"><p>Your employees are not stupid; they are not uncaring; <a href="https://www.liveabout.com/four-common-causes-of-employee-demotivation-and-hr-solutions-to-overcome-them-4428056" data-component="link" data-source="inlineLink" data-type="internalLink" data-ordinal="1">they are not unmotivated</a>. They just don't know what you want them to do.</p></div></div></div></div> </div><div class="loc article-right-rail"><div id="mm-ads-right-rail_1-0" class="comp mm-ads-right-rail mntl-block"><div id="sc-billboard-group_1-0" class="comp sc-billboard-group mntl-block js-scads-inline-content"><div id="mntl-block_2-0" class="comp mntl-block"><div id="ref-billboard1-sticky-dynamic_1-0" class="comp ref-billboard1-sticky-dynamic mntl-block"><div id="mm-ads-sc-sticky-square-ad_1-0" class="comp mm-ads-sc-sticky-square-ad mm-ads-squareFlex1-sticky mm-ads-sc-sticky-square scads-to-load right-rail__item" data-height="1050" style="height: 1050px;"><div id="mm-ads-sc-sticky-square-ad_2-0" class="comp mm-ads-sc-sticky-square-ad mm-ads-square mm-ads-gpt-adunit gpt square "> <div id="square-flex-1" class="wrapper" ></div> </div></div></div></div> <div id="mntl-block_3-0" class="comp mntl-block"><div id="ref-billboard2-sticky-dynamic_1-0" class="comp ref-billboard2-sticky-dynamic mntl-block"><div id="mm-ads-sc-sticky-square-ad_3-0" class="comp mm-ads-sc-sticky-square-ad mm-ads-squareFlex2-sticky-dynamic mm-ads-sc-sticky-square scads-to-load right-rail__item" data-height="600" style="height: 600px;"><div id="mm-ads-sc-sticky-square-ad_4-0" class="comp mm-ads-sc-sticky-square-ad mm-ads-square mm-ads-gpt-adunit gpt square dynamic"> <div id="square-flex-2" class="wrapper" data-type="square" data-pos="btf1" data-priority="2" data-sizes="[[300, 250],[300, 600],[160, 600],"fluid"]" data-rtb="true" data-wait-for-third-party="false" data-targeting="{}"></div> </div></div></div></div> <div id="mntl-block_4-0" class="comp mntl-block"><div id="mm-ads-native_1-0" class="comp mm-ads-native " style="--native-ad-height: auto"><div id="mm-ads-native__adunit_1-0" class="comp mm-ads-native__adunit mm-ads-gpt-dynamic-adunit mm-ads-gpt-adunit scads-to-load gpt native dynamic"> <div id="native" class="wrapper" data-type="native" data-pos="native" data-priority="4" data-sizes="[[1, 3],"fluid"]" data-rtb="false" data-wait-for-third-party="false" data-targeting="{}"></div> </div></div></div> <div id="mntl-block_5-0" class="comp mntl-block"><div id="ref-billboard3-sticky-dynamic_1-0" class="comp ref-billboard3-sticky-dynamic mntl-block"><div id="mm-ads-sc-sticky-square-ad_5-0" class="comp mm-ads-sc-sticky-square-ad mm-ads-squareFixed-sticky-dynamic mm-ads-sc-sticky-square scads-to-load right-rail__item" data-height="600" style="height: 600px;"><div id="mm-ads-sc-sticky-square-ad_6-0" class="comp mm-ads-sc-sticky-square-ad mm-ads-square mm-ads-gpt-adunit gpt square dynamic"> <div id="square-fixed" class="wrapper" data-type="square" data-pos="atf" data-priority="2" data-sizes="[[300, 250],"fluid"]" data-rtb="true" data-wait-for-third-party="false" data-targeting="{}"></div> </div></div></div></div> <div id="mntl-block_6-0" class="comp mntl-block"><div id="ref-billboard4-sticky-dynamic_1-0" class="comp ref-billboard4-sticky-dynamic mntl-block"><div 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