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003 OCoLC;

005 20141212070631.0;

008 051223s2006 ctua b 001 0 eng ;

010 a| 2005036833;

015 a| GBA6227622| bnb;

016 7 a| 0134028132| Uk;

020 a| 0275987035 (alk. paper);

020 a| 9780275987039 (alk. paper);

029 1 a| IG#b| 0275987035;

029 1 a| YDXCPb| 2256146;

029 1 a| NLGGCb| 291679749;

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029 1 a| AU@b| 000040057402;

029 1 a| IG#b| 9780275987039;

035 a| (Sirsi) o62872454;

035 a| (OCoLC)62872454;

042 a| pcc;

049 a| EREE;

050 00 a| HD6971b| .W46 2006;

082 00 a| 658.4/52| 22;

084 a| 85.082| bcl;

245 00 a| What managers say, what employees hear :b| connecting with your front line (so they'll connect with customers) /c| edited by Regina Fazio Maruca.;

260 a| Westport, Conn. :b| Praeger Publishers,c| 2006.;

300 a| xvi, 175 pages :b| illustrations ;c| 25 cm;

336 a| text2| rdacontent;

337 a| unmediated2| rdamedia;

338 a| volume2| rdacarrier;

504 a| Includes bibliographical references and index.;

505 0 a| Introduction -- pt. 1. Big picture essentials. -- Organizing the front line : turning decisions into actions / Paul Rogers and Jenny Davis-Peccoud -- How should the front line really treat your customers? / Paul F. Nunes and Woodruff W. Driggs -- What Charles taught me about trust at the front line / Robert M. Galford and Woodruff W. Driggs -- A mission for the front line / Edward E. Lawler III -- The case for the chief experience officer / Jeffrey F. Rayport -- Products, customers, and front-line employees / Jay W. Lorsch -- pt. 2. Riffs on the here and now. -- "We're here to help" (or not) / Monica Higgins -- The seven deadly sins of corporate miscommunication / Sam I. Hill and Rachel E. Hill -- No time to be authentic? / Ton Plekkenpol -- pt. 3. Case-based insights. -- Once upon a time at San Juan Regional Medical Center / Gary Adamson, B. Joseph Pine II, Tom Van Steenhoven, and Jodi Kroupa -- Strategy and style : Len Roberts at RadioShack / V. Kasturi Rangan and Marie Bell -- Connecting with employees through front-line leadership : lessons from Southwest Airlines / Jody Hoffer Gittell -- pt. 4. History tells us ... -- Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau.;

520 8 a| Annotationb| For any executive who thinks their front-line employees give a damn, this book is a wake-up call. In retail stores, shop floors, and offices around the country, a refrain of disillusionment and distrust is being sung-and its negative effects on corporate performance (e.g., employee retention, productivity, and 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 "englightened" business leaders who support cultures of inclusion and open communication find that their messages are not 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 then presents a wealth of practical insights for addressing them. Former Harvard Business Review Senior Editor, Regina Maruca, has assembled some of today's most influential management writers and practitioners to provide fresh and practical insights on bridging the gaps between management and employees, and improving both individual and organizational performance in the process.;

650 0 a| Industrial relations.=| ^A14246;

650 0 a| Business communication.=| ^A218513;

650 0 a| Customer relations.=| ^A61341;

650 4 a| Relaciones industriales.;

650 4 a| Comunicación en los negocios.;

650 4 a| Relaciones con los clientes.;

650 17 a| Interne communicatie.2| gtt;

650 17 a| Commerciële dienstverlening.2| gtt;

650 17 a| Klantgerichtheid.2| gtt;

700 1 a| Maruca, Regina Fazio.=| ^A653735;

856 41 3| Table of contentsu| http://catdir.loc.gov/catdir/toc/ecip066/2005036833.html;

938 a| Baker & Taylorb| BKTYc| 39.95d| 39.95i| 0275987035n| 0006606682s| active;

938 a| YBP Library Servicesb| YANKn| 2256146;

938 a| Baker and Taylorb| BTCPn| 2005036833;

938 a| Ingramb| INGRn| 9780275987039;

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999 a| HD6971 .W46 2006w| LCc| 1i| 30372013698177l| JGESm| JOYNERr| Ys| Yt| JGESBKu| 8/19/2011x| BOOKz| JSTACKSo| .STAFF. jjlm;

What managers say, what employees hear : connecting with your front line (so they'll connect with customers) / edited by Regina Fazio Maruca.

Other author	Maruca, Regina Fazio.
Format	Book
Publication Info	Westport, Conn. : Praeger Publishers, 2006.
Description	xvi, 175 pages : illustrations ; 25 cm
Supplemental Content	Table of contents
Subjects	Industrial relations. Business communication. Customer relations. Relaciones industriales. Comunicación en los negocios. Relaciones con los clientes.

Contents	Introduction -- pt. 1. Big picture essentials. -- Organizing the front line : turning decisions into actions / Paul Rogers and Jenny Davis-Peccoud -- How should the front line really treat your customers? / Paul F. Nunes and Woodruff W. Driggs -- What Charles taught me about trust at the front line / Robert M. Galford and Woodruff W. Driggs -- A mission for the front line / Edward E. Lawler III -- The case for the chief experience officer / Jeffrey F. Rayport -- Products, customers, and front-line employees / Jay W. Lorsch -- pt. 2. Riffs on the here and now. -- "We're here to help" (or not) / Monica Higgins -- The seven deadly sins of corporate miscommunication / Sam I. Hill and Rachel E. Hill -- No time to be authentic? / Ton Plekkenpol -- pt. 3. Case-based insights. -- Once upon a time at San Juan Regional Medical Center / Gary Adamson, B. Joseph Pine II, Tom Van Steenhoven, and Jodi Kroupa -- Strategy and style : Len Roberts at RadioShack / V. Kasturi Rangan and Marie Bell -- Connecting with employees through front-line leadership : lessons from Southwest Airlines / Jody Hoffer Gittell -- pt. 4. History tells us ... -- Great leaders create environments that unlock potential and lift the human spirit / Michael Lee Stallard, Carolyn Dewing-Hommes, and Jason Pankau.
Summary	Annotation For any executive who thinks their front-line employees give a damn, this book is a wake-up call. In retail stores, shop floors, and offices around the country, a refrain of disillusionment and distrust is being sung-and its negative effects on corporate performance (e.g., employee retention, productivity, and 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 "englightened" business leaders who support cultures of inclusion and open communication find that their messages are not 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 then presents a wealth of practical insights for addressing them. Former Harvard Business Review Senior Editor, Regina Maruca, has assembled some of today's most influential management writers and practitioners to provide fresh and practical insights on bridging the gaps between management and employees, and improving both individual and organizational performance in the process.
Bibliography note	Includes bibliographical references and index.
LCCN	2005036833
ISBN	0275987035 (alk. paper)
ISBN	9780275987039 (alk. paper)

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What managers say, what employees hear : connecting with your front line (so they'll connect with customers) / edited by Regina Fazio Maruca.

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