This book is a wakeup call for any executive who thinks front-line
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 relationships--are 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 through--the quantity of information
available to front-line 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 all-star cast of management
writers, consultants, educators, and practitioners to provide fresh
insights for bridging the gaps between management and
employees--and improving everyone's performance in the process.
Showcasing innovative practices in corporate strategy,
communications, operations, customer service, and employee training
at such world-class organizations as eBay, Radio Shack, Southwest
Airlines, Bank of America, and Enterprise Rent-A-Car, the book
demonstrates the positive effects of aligning goals and actions,
building trust, and investing in the front line.
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