INSEAD Library

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One foot out the door One foot out the door Acknowledgments xiii CHAPTER 1 TOPSY-TURVY: THE SKY I S FALLING! The World Turned Upside Down 2 The Crazy 1990s 4 Collapse 6 The Special Case of the Best and Brightest 6 Recovery and Productivity 9 CHAPTER 2 1 THE PSYCHOLOGICAL RECESSION 13 How to Recognize a Psychological Recession 14 A Psycholog~cal Recession Is Self-Fulfilling 16 Perception versus Reality 17 Who Is Affected? 19 Why It Matters 21 W CHAPTER 3 FEELINGS MATTER-"SOFT" I S "HARDn 25 Heart Trumps Head 27 People Are Not Commodities 31 Commitment Is Not Kindness 32 W CHAPTER 4 BAD MANAGEMENT I S (REALLY) EXPENSIVE 35 Many Employees Feel Negatively about Work 36 The Number of Unhappy Employees Continues to Increase 37 Many Employees Feel Resenel 37 Low Rates of Employee Commitment and Loyalty Are Very Expensive 37 Downsizing Leads to Resentment, Which Leads to Terrible Customer Service 38 Many Employees Want to Move to a New Job 39 Unhappy Employees Are Unproductive Employees 39 Like Employee Loyalty, Customer Layalty Cannot Be Taken fir Granted 39 The Gallup Surveys of Engagement 40 Engagement and Productivity:The New Century Example 42 What All These Data Mean 43 CHAPTER 5 GOOD MANAGEMENT (REALLY) MAKES MONEY 4 5 It's the Interaction Benveen Employees and Customers 46 Contents Good Management Is Profitable 50 Motivated Employees and Profiablip 50 Costco versus Wal-Mart'sSam's Club 51 SAS institute 52 Best Companies to Work for 53 Commitment Can Take Many Forms Establish Family-Friendly Policies 56 Invest in Training 58 Communicate Honestly 59 Let 7hem Own a Piece of the Company 59 Act with Integrity 60 56 Widening the Road to Success 60 CHAPTER 6 COMMITMENT A N D ENGAGEMENTNOT MORALE OR SATISFACTION 63 Nurturing Commitment and Engagement Ask the Right Questions 66 Hire the fight People 67 Measure the Right Attributes 69 Morale and Satisfaction Don't Count 71 66 Getting It Wrong 72 Getting It Right 75 CHAPTER 7 CREATE SIGNlFICANT RELATIONSHIPS BETWEEN BOSSES A N D SUBORDINATES Employee-Boss Relationships 78 The Special Importance of Trust 80 Trust and Communication 81 Relationships at Work 83 Out of Touch with Subordinates 84 Leadership and "Average" People 87 Leaders for the Twenty-First Century 89 77 X Contents CHAPTER 8 STRENGTHEN THE BOND WITH EMPLOYEES BY CUSTOMIZING 91 Humanize the Workplace 95 Fair-But Not Identical 97 Involving Each Employee Individually 98 Today's Cluster of Priorities 100 Manage to Success: Customize Recognition 101 Suggestions For Customization Menu Items 104 CHAPTER 9 ACHIEVE A BEST FIT 113 Hiring for Best Fit 114 Managing to Success 116 Really Know Expectations and Priorities 117 The Question of Risk 118 Risk and Corporate Culture: Digging Deeper 120 Asking the Right Questions 122 W CHAPTER 10 STAYING AHEAD OF THE CURVE W CHAPTER 11 129 HOW ARE WE DOING ECONOMICALLY? Why Many People Feel Defenseless 152 The Perception of Change Is Greater Than the Reality Scared, Passive, and Cynical 160 W CHAPTER 12 147 156 A TWENTY-FIRST CENTURY SAFETY NET Goals for a Twenty-First Century Safety Net Goals 165 163 165 Critical Elements of a Safety Net Education Reform 167 Healthcare Reform 173 166 Shoring Up the Employer-Based System 175 Less Government and More Free Market Forces New Ideas and Different Views 178 176 A New Vision for Collaboration 179 More Ideas About a Modern Safety Net CHAPTER 13 186 PSYCHOLOGY IS MORE IMPORTANT THAN ECONOMICS America's Strengths 193 The Threat from Other Countries 196 Lose the Fear and Release the Energy! 200 ENDNOTES 203 189 INDEX 217