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Part I: The Premise
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Part I: The Premise
by Richard Hadden, Bill Catlette
Contented Cows Still Give Better Milk, Revised and Expanded: The Plain Truth about Employee Engagement and Your Bottom Line, 2nd Edition
Cover
Contents
Title
Copyright
Dedication
Acknowledgments
Introduction
Part I: The Premise
Chapter 1: Just the Facts
The Fine Print
The Business Case
Where’s the Beef?
Can You Hear Me Now?
The Core of Our Philosophy
Your Reputation Is Worth More Than You Think
Pragmatic Ideals
Look at What Works, and Emulate it
Robert Owen and Scottish Millworkers
Milton Hershey and the Town That Chocolate Built
Ruminate on This
Chapter Summary
Chapter 2: Cows with Attitude
Where Does Contentment Begin?
Peach Limbs Don’t Grow on Oaks
You Get What You Expect to Get
Core Covenants
Bogus Assumptions
Assumptions Are a Two-Way Street: The Employees’ Perspective
What Employees Want: The Contented Cows’ View
The “Happy Curve”
A “Sticky” Variable
But Will They Be Contented Here?
Chick-fil-A: Never On Sunday
Contentability and Corporate Assimilation
The Proof Is in the People
Chapter Summary
Part II: Contented Cows Are Committed
Chapter 3: The “Vision Thing”: Passengers or Crew
Burning Off the Fog
Making It Stick
“Moments of Truth”
High Expectations Beget High Performance
Chapter Summary
Chapter 4: The Path to Commitment
So How Do You Get People Committed?
1. What Is This Organization All About?
2. Where Are We Going, and Why?
3. How Do We Plan to Get There?
4. How Do I Fit In?
Chapter Summary
Part III: Contented Cows Are Cared About
Chapter 5: First You Feed the Troops
You Can’t Fake Caring
The Best of All Worlds at Incepture
Delta’s Gerald Grinstein—A Class Act
R-E-S-P-E-C-T at Plantronics Mexico
Order Up
Safety Is No Accident at Alaska Clean Seas
Motivation Doesn’t Necessarily Follow Money
Google Is Great—But It’s Not for Everybody
Pebble Beach Company—If You Care, You Listen
Chapter Summary
Chapter 6: Tell ’Em the Truth
Truth or Consequences
A Truth Recession
The Strength of Coffee, Steel, and the Truth
Nobody’s Perfect
Liar, Liar
Malice in Wonderland
Not Every Performance Deserves a Standing Ovation
To Tell the Truth
Chapter Summary
Chapter 7: When Times Get Tough
If You Care, You’re There
Marriott’s Response to Hurricane Katrina: Quick, Compelling, Sustained
Hanmer MSL’s Response to the Mumbai Bombings
Caring Means Going the Extra Mile
Employee Engagement in a Headwind
Give Us Some Recourse
Don’t Expect Employees to Pay for Your Mistakes
Layoffs—A Fact of Life
Some Rules for “Staying Out of the Soup”
There’s Got to Be Another Way!
Doing Well by Doing Good
Chapter Summary
Chapter 8: Contented Cows Are Connected
Where Everybody Knows Your Name
Let’s Start at the Top—Recruiting
Consolidated Health Services—Ambassadors for Connection
Connecting in Layers at The Container Store
Building Affinity at Incepture
Connecting Doesn’t Get Easier with Size
Chapter Summary
Chapter 9: A Case for Some Useful Benefits
Is There a Doctor in the House?
What to Do
Adults Only, Please
All in the Family
Programs, Programs, Get Your Programs
Caring Can’t Be Legislated
Bon Voyage, Vacation Policy
Chapter Summary
Part IV: Contented Cows Are Enabled
Chapter 10: Empower This!
The Etymology of a Buzzword
The Next Step
Identifying Four Types of Managers
One Bad Apple Can Spoil the Whole Barrel
Give People Back Their Work
Chapter Summary
Chapter 11: Enabled Employees Are Incredibly Well Trained
Training Expands the Meaning of Professionalism
The Hidden Costs of Ignored Training
Training Sends a Message
Training Moves Careers
Beyond the Classroom and Webinar
An Intelligent Learning Process
Visibility Matters
A Quick Self-Exam
Chapter Summary
Chapter 12: Enabled Employees Are Tooled
Tools, Not Rules
Be Careful What You Incent; You’ll Likely Get It!
Help Not Hinder
A Tale of Two Brands
The Meaning of Mistakes
Mistakes Must Absolutely, Positively Not Go Unpunished
“Good Faith” Mistakes versus Errors of the Heart
Chapter Summary
Chapter 13: Enabled Employees Are Trusted
Nordstrom Trust—As Simple as It Gets
Rethinking the Break Room
Opening the Kimono
Raise Discretionary Authority and Spending Limits
He’d Give You the Pants off His Legs
Chapter Summary
Chapter 14: When the Contented Cows Come Home
The Contented Cows . . . What Next?
The Path Ahead
No More Big Brooms or Silver Bullets
Keeping Them Fired Up and in the Game
So What About You?
Index
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Introduction
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Chapter 1: Just the Facts
PART I
The Premise
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