| Preface | ix |
1. | Business on Planet Earth, No Longer as We Know It | 1 |
| Manager's Challenge | 2 |
| Co-Creating a High-Performing Workplace | 3 |
| What Are You Doing to Build Morale? | 4 |
| Five Steps to Create High-Spirited Morale Boosters | 6 |
| Make Your Company More of a Community, Less of a Corporation | 10 |
| How Best-Run Companies Keep Their People Pumped Up | 13 |
| Manager's Checklist for Chapter 1 | 19 |
2. | The Effects of Globalization on Morale | 20 |
| But I'm Too Small to Be Global! | 21 |
| Be Fanatical About Fanatically Excited People! | 22 |
| High Morale = Synergy and Growth: The Ogilvy Story | 25 |
| Think Globally, Act Locally | 26 |
| High Morale Is High Morale, Anywhere You Go in the World | 27 |
| It's the Death of Distance and the Birth of Unlimited Opportunity | 28 |
| The Future Is Here and So Are Virtual Teams | 28 |
| Meet Me in Cyberspace | 30 |
| The Glue That Bonds--Human Contact | 31 |
| The Americanization of Globalization | 32 |
| Morale at the Speed of Change | 33 |
| In Fast Times, Employees Don't Need to Be Managed | 34 |
| It's a Time for Managers to Act Swift and Be Brave | 35 |
| Manager's Checklist for Chapter 2 | 35 |
3. | Keeping the People Who Keep Your Business in Business | 36 |
| When Poor Retention Bruises Morale | 37 |
| Expect Two to Three Years Max--or Offer Something Better | 37 |
| Tough Managers Fight Back | 38 |
| Taking Care of Talent | 38 |
| Talent Crashes and Burnout | 44 |
| Companies That Lead the Way | 45 |
| Hire the Right People | 46 |
| Attitude--What You See Is What You'll Get | 47 |
| Manager's Checklist for Chapter 3 | 50 |
4. | To Boost Morale, Alter the Environment | 51 |
| Love Your People and They'll Love Where They Work | 51 |
| Keep It Interesting--Redesign Jobs | 54 |
| Enrich the Environment with Creative Benefits | 58 |
| Get to the Bottom of What People Need--Ask! | 60 |
| The Most Powerful Way to Improve the Environment--Train Everyone! | 61 |
| What's Good for the Soul Is Good for the Work Environment | 63 |
| Manager's Checklist for Chapter 4 | 65 |
5. | Putting the Kibosh on Negativity | 66 |
| Dangers of Not Measuring Employee Morale | 66 |
| Auditing Employee Morale | 67 |
| Top Three Negativity Invaders | 70 |
| Managers' Challenge | 81 |
| Manager's Checklist for Chapter 5 | 82 |
6. | The High Price of Low Morale: Six Morale Challenges and Six Toolkits | 83 |
| Solutions for the Six Most Common Morale Problems | 84 |
Manager's Morale Challenge #1 | Rumors | 85 |
Manager's Morale Challenge #2 | Resistance to Change and Authority | 88 |
Manager's Morale Challenge #3 | Whiners and Chronic Complainers | 90 |
Manager's Morale Challenge #4 | Personal Problems | 92 |
Manager's Morale Challenge #5 | Defensive Attitudes | 95 |
Manager's Morale Challenge #6 | Fewer Resources and/or More Demands | 97 |
| Develop Your Tactics for Addressing Morale Challenges | 100 |
| Manager's Checklist for Chapter 6 | 100 |
7. | Hard-Core Morale Cases | 102 |
| Managers Who Get It | 103 |
| Banking Can Be Tough on Morale | 105 |
| Law Enforcement--Saving Lives Saves Morale | 109 |
| Managers Must Re-energize Employee Morale in Tough Environments | 111 |
| Manager's Checklist for Chapter 7 | 113 |
8. | Employees Want and Need a Manager Who Cares | 114 |
| What Do Employees Want Most? | 115 |
| Get Ready, Get Set, Get Assessing | 117 |
| The Time Is Now to Show You Care | 119 |
| Managers Who Listen to Their Employees Keep Morale Up, Up, Up | 120 |
| Bridging the Gap | 121 |
| Rewards, Recognition, and Praise Are Links to Higher Morale and Performance | 121 |
| Giving Feedback to Employees Builds Morale | 124 |
| Getting Feedback from Employees Builds Morale | 127 |
| Confidence Is Key in Achieving High Morale | 129 |
| The Winning Formula | 130 |
| Manager's Checklist for Chapter 8 | 131 |
9. | Winning Back Morale in Emotional Times--What to Do When Tragedy Strikes | 132 |
| Employees' Expectations of Managers Are Higher than Ever | 133 |
| Managers Ask, "How Can I Win Back Employee Morale?" | 134 |
| The Day That Changed the World | 136 |
| People Are the Backbone | 137 |
| Employees Look to Their Leaders When Tragedy Strikes | 137 |
| Fighting Back with Confidence in Emotional Times | 139 |
| The Importance of Crisis Debriefing | 140 |
| Be Ready to Mobilize All Resources | 141 |
| The Human Side of Crisis | 143 |
| When Life Intervenes | 143 |
| Two Kinds of Managers in a Crisis--Which One Are You? | 144 |
| Navigating Toward Survival and Hope | 145 |
| Manager's Checklist for Chapter 9 | 146 |
10. | Engendering Hope, Trust, Faith, and Belief in a Better Tomorrow | 148 |
| Managers Hold Hope High | 149 |
| Managers Are the Guardians of Trust | 151 |
| Managers Must Keep the Faith | 154 |
| Managers Must Believe in a Better Tomorrow | 156 |
| Top Companies That Promote High Morale with Hope, Trust, Faith, and Belief | 157 |
| Manager's Checklist for Chapter 10 | 158 |
| Index | 161 |