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Frontline Employee Communication

机译：一线员工沟通

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摘要

Frontline employees are the face of businesses and other organizations. The communication skills of these employees can significantly influence how customers perceive the image of companies and organizations and the products and services they provide. Each of the three articles in this column illuminates a different way in which business practitioners can address communication issues related to frontline employees. Collectively, the articles discuss the strategic importance of frontline employee communications, the complicated nature of nonverbal communication among frontline employees, and the importance of communication training for foreign frontline employees. In the first article, John C. Crotts and Robert C. Ford describe abundant practitioner resources available to learn about the theory and strategy of managing frontline employee communication to meet the strategic objectives of a company. They describe their work developing an assessment that focuses on a company's strategic alignment with the guest experience as delivered by frontline employees.
机译：一线员工是企业和其他组织的面孔。这些员工的沟通技巧会极大地影响客户如何看待公司和组织以及他们提供的产品和服务的形象。本专栏中的三篇文章中的每一篇都阐述了业务从业人员解决与一线员工相关的沟通问题的不同方式。文章共同讨论了前线员工沟通的战略重要性，一线员工之间非语言沟通的复杂性以及对外国一线员工进行沟通培训的重要性。在第一篇文章中，John C. Crotts和Robert C. Ford描述了丰富的从业人员资源，可用于学习管理一线员工沟通以实现公司战略目标的理论和策略。他们描述了他们的工作，并制定了评估，重点是公司与前线员工提供的来宾体验在战略上的一致性。

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