The Frontline Enablement Playbook
ATD Press (Verlag)
9781562869861 (ISBN)
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Frontline employees are the backbone of every organization. They’re the grocery clerks, manufacturing workers, call center representatives, hotel housekeepers, and retail associates who keep the world running. Yet, despite making up 70 to 80 percent of the global workforce, they are often treated as an afterthought. The Frontline Enablement Playbook is here to change that.
Written by JD Dillon, founder of LearnGeek and passionate advocate for the frontline, this book is a practical guide for HR, L&D, and operations professionals who want to do better by their deskless teams. Drawing on more than 25 years of experience and insights from over 100 global practitioners and actual frontline workers, Dillon delivers the first-ever playbook designed to help you build a frontline experience that’s resilient, adaptable, and human-centered.
Inside, you'll dive deep into six parts that redefine frontline support:
Understanding who frontline workers really are—and what they need
Architecting a modern enablement ecosystem
Empowering frontline managers to empower their employees
Helping frontline workers do a great job today
Fostering future opportunities for development
Evolving your entire strategy to get that all-important buy-in
This book is packed with tools and tactics that work—whether you’re looking to improve training, manage change more effectively, enhance communication, or support manager well-being. Modular by design, you can read the entire story or pick and choose specific sections to address timely needs. You’ll find frameworks like the Modern Learning Ecosystem, stories from the field, and letters from frontline workers themselves.
Stop just saying your frontline is essential and start proving it. Because when your frontline thrives, your business does too.
As the founder of LearnGeek and as Chief Learning Officer of Axonify, JD Dillon has built tools, content, and services that enabled more than 4 million frontline workers worldwide in industries like retail, grocery, finance, logistics, and hospitality. Starting frontline work in a movie theatre as a teenager, JD transitioned to Walt Disney World where he experienced more frontline roles, such as working in a Disney theater and being a cast member. He developed his learning and development career, becoming a guest experience manager followed by serving as learning and development manager. Through LearnGeek, he advises organizations on ecosystem strategy and AI-enabled practices that make learning and support frictionless, continuous, useful, and fun. Dillon is a sought-after speaker who’s delivered keynotes on four continents, a prolific creator with more than 2 million words published, and the author of The Modern Learning Ecosystem—a book that blends personal stories, practical strategies, and a bit of well-earned sarcasm to help L&D pros thrive in a fast-changing world. Dillon lives in Orlando, Florida, and continues to be a big Disney fan.
Preface
Introduction
Letter: My Typical Frontline Day
Part 1. Meet the Frontline Worker - Introduction
1 Who is the Frontline?
2 Defining the Frontline Persona
3 The Frontline Hierarchy of Needs
Key Insights: Part 1
Letter: The Little Things Matter
Part 2. Architecting a Frontline Enablement Ecosystem - Introduction
4 The Complexities of Frontline Enablement
5 Architecting a Modern Enablement Ecosystem
6 The Foundations of Frontline Technology
7 Rethinking Enablement in AI Era
8 Consolidating the Frontline Tech Ecosystem
9 Designing Solutions That Fit the Frontline
10 Leveraging Data to Inform Frontline Strategy
11 Adopting a Skills-Based Strategy
12 Taking a GLOCAL Approach to Fostering Frontline Community
Key Insights: Part 2
Letter: I Just Quit. Let Me Tell You Why
Part 3. Empowering Frontline Managers - Introduction
13 The Problem with Frontline Managers
14 Redefining the Frontline Manager Role
Letter: My Lucky Break: A Perfect Manager Training Experience
15 Adopting a Systems Approach for Management Enablement
Letter: Cut, Color and Corporate: Balancing Life as a Working Manager
16 Rallying the Organization Around Frontline Managers
Letter: Why I'm a frontline manager
17 Building a Bridge: A Discussion with Brandon Carson
Key Insights: Part 3
Letter: Flight AND Fight - My First Day on the Job
Part 4. Today: Helping Frontline Workers Do a Great Job Every Shift - Introduction
18 Beyond Bulletin Boards: Sharing Knowledge with the Frontline
19 Beyond Day 1: How Everboarding Accelerates Frontline Capability
20 Learning by Doing: Job Training on the Frontline
21 Compliance
22 Highly Regulated Environments
23 Continuous Learning and Support
Key Insights: Part 4
Letter: I’m a Super Learner
Part 5. Tomorrow: Fostering Future Opportunity for Frontline Workers - Introduction
24 Making Economic Opportunity a Priority on the Frontline
25 Restoring Your Future Focus through Upskilling
26 Building a Culture of Career Mobility
27 Bringing Mentoring to the Frontline
28 Unlocking Agility Through Cross-Training
29 Rethinking Education Benefits for Frontline Workers
Key Insights: Part 5
Letter: There Is No Job You Can’t Learn
Part 6. Evolving Your Frontline Enablement Strategy - Introduction
30 Reframing Your Frontline Relationship
31 Influencing Stakeholders to Prioritize the Frontline
32 Assessing Your Frontline Enablement Practices
33 Making Frontline Enablement Work
Key Insights: Part 6
34 Become an Everyday Frontline Advocate
35 Last Words
References
Meet the Contributors
About the Author
| Erscheint lt. Verlag | 18.6.2026 |
|---|---|
| Zusatzinfo | Illustrations |
| Verlagsort | Alexandria |
| Sprache | englisch |
| Maße | 152 x 228 mm |
| Themenwelt | Wirtschaft ► Betriebswirtschaft / Management ► Personalwesen |
| Wirtschaft ► Betriebswirtschaft / Management ► Planung / Organisation | |
| ISBN-13 | 9781562869861 / 9781562869861 |
| Zustand | Neuware |
| Informationen gemäß Produktsicherheitsverordnung (GPSR) | |
| Haben Sie eine Frage zum Produkt? |
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