What Managers Say, What Employees Hear: Connecting With Your Front Line (So They'Ll Connect With Customers),New

This book is a wakeup call for any executive who thinks frontline employees give a damn. In retail stores, on shop floors, and in offices around the country (and around the world), a refrain of disillusionment and distrust is being sung, and its negative effects on corporate performance e.g., employee retention, productivity, customer relationshipsare profound. A huge gulf exists between the corner office and the cubicle, in terms of how people define their company's brand, vision, strategy, and goals, and the means to achieve them. Even enlightened business leaders, who support cultures of inclusion and open communication, find that their messages aren't getting throughthe quantity of information available to frontline employees has increased, but the quality, in terms of both transmission and reception, has not.What Managers Say, What Employees Hear reveals the roots and effects of these problems, and presents a wealth of practical insights for addressing them. Former Harvard Business Review Senior Editor, Regina Maruca, has assembled an allstar cast of management writers, consultants, educators, and practitioners to provide fresh insights for bridging the gaps between management and employeesand improving everyone's performance in the process. Showcasing innovative practices in corporate strategy, communications, operations, customer service, and employee training at such worldclass organizations as eBay, Radio Shack, Southwest Airlines, Bank of America, and Enterprise RentACar, the book demonstrates the positive effects of aligning goals and actions, building trust, and investing in the front line.