This book is a wake-up call for executives who think their front-line employees are fully motivated. In retail stores, shop floors, and offices around the world, a refrain of disillusionment and distrust is being sung - and its negative effects on corporate performance are profound. A huge gulf exists between management and employees, 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 then presents a wealth of practical insights for addressing them. 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.