Contented Cows Still Give Better Milk, Revised and Expanded: The Plain Truth about Employee Engagement and Your Bottom Line, 2nd Edition

CONTENTS

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 ...