Regina Fazio Maruca

This book is a wake-up 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.

Connecting with Your Front Line (So They'll Connect with Customers)

What Managers Say, What Employees Hear

Offers readers as many trends, definitions, and facts as possible about office culture in the United States.

The Way We Work: A-L

Robert M. Galford

You should worry about your legacy later in your career, at the edge of retirement—right? Not according to Robert Galford and Regina Maruca. In Your Leadership Legacy, these authors argue that thinking about your legacy now makes you a better leader today. Based on stories of top leaders who have shaped successful careers, the book explores the art of "legacy thinking," helping you to formulate a legacy that will exert a positive effect on your work immediately. The authors provide a disciplined approach to framing your legacy, as well as shaping it over time. They start with the idea that your legacy is defined by how others approach work and life as a result of having worked with you. They then demonstrate how to assess your current impact on those around you, strengthen that impact, and pass along the best of yourself in the process. While many leaders "find themselves" and hone their work accordingly only after a major life crisis, Your Leadership Legacy enables all leaders to craft their work and build their legacy unburdened by such crises, and to experience personal satisfaction and achievement throughout their working lives.

Regina Fazio Maruca

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