Contented Cows Still Give Better Milk: The Plain Truth about Employee Engagement and Your Bottom Line

Praise for Contented Cows STILL Give Better Milk "Very few business authors take time to do the research on who′s getting it right, and then distill the learning into executable, high protein advice. Catlette and Hadden do that, and then kick it up a notch by making it as fun as it is informative—in a business book!" —ANN RHOADES , PRES (Person Responsible for Extraordinary Service), People Ink, and author of Built on Values "Catlette and Hadden have nailed what Southwest knew from the beginning—that if you treat your people right and focus on your customers, they′ll both help you build a business that blows right past the competition." —HOWARD PUTNAM , former CEO, Southwest Airlines, and author of The Winds of Turbulence "Bill and Richard build the business case for doing right by your employees. Faster growth, better stock returns, higher market caps—all the result of caring for employees and regularly communicating their valuable role in achieving organization success." —DEREK IRVINE , VP, Strategy and Consulting, Globoforce, and coauthor of Winning with a Culture of Recognition "In the Post–Derivative Crash era, when companies′ ′economic tradeoffs′ and ′latest HR idea′ consultants are fracturing the employee relationship and trust, Bill and Richard deliver a timely second dose of their enduring road map of what actually works to keep employees engaged and your organization moving forward." —SCOTT D. WILSON , Director, Sales Operations, Medtronic, Spinal and Biologics Division "Bravo! Catlette and Hadden have once again brilliantly articulated why having a workforce hitting on all cylinders creates the best business engine for today′s competitive landscape." —STEVE GILMORE , CEO, Reach Human Capital, A Career Partners International firm

Acknowledgments ix Introduction xi PART I The Premise 1 CHAPTER 1 Just the Facts 3 CHAPTER 2 Cows with Attitude 21 PART II Contented Cows Are Committed 41 CHAPTER 3 The “Vision Thing”: Passengers or Crew 43 CHAPTER 4 The Path to Commitment 53 PART III Contented Cows Are Cared About 63 CHAPTER 5 First You Feed the Troops 65 CHAPTER 6 Tell ’Em the Truth 85 CHAPTER 7 When Times Get Tough 95 CHAPTER 8 Contented Cows Are Connected 115 CHAPTER 9 A Case for Some Useful Benefi ts 129 PART IV Contented Cows Are Enabled 147 CHAPTER 10 Empower This! 149 CHAPTER 11 Enabled Employees Are Incredibly Well Trained 157 CHAPTER 12 Enabled Employees Are Tooled 169 CHAPTER 13 Enabled Employees Are Trusted 181 CHAPTER 14 When the Contented Cows Come Home (Speculations on the Near Future) 189 Notes 195 Index 199

BILL CATLETTE is a thought leader in the arena of leadership and employee engagement who has spent his entire career helping build highly successful organizations. Coauthor of Rebooting Leadership and the Contented Cows leadership book series, he coaches and advises managers worldwide on leadership and employment matters. RICHARD HADDEN is a Certified Speaking Professional (CSP) with a focus on leadership and employee engagement. He is coauthor of Rebooting Leadership and the Contented Cows leadership book series. Since 1990, Richard has addressed more than 800 audiences on five continents, making the business case for having a focused, engaged, and capably led workforce.