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Frontline employees turn strategy into action. From grocery clerks and delivery drivers to construction workers and restaurant servers, the frontline makes up 80 percent of the global workforce. But when they are overlooked and under-supported, execution suffers, turnover rises, and business performance declines.
The Frontline Enablement Playbook is a comprehensive guide for L&D, HR, and operations teams focused on improving performance across the deskless workforce. Drawing on 25 years of hands-on experience and insights from more than 50 global contributors-including Matthew Daniel, Chad Udell, and Gina Jeneroux—JD Dillon outlines practical ways to improve onboarding, training, communication, compliance, recognition, career development, and everyday readiness.
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
Are you struggling to improve day-to-day execution across frontline teams? Are location managers burning out under constant pressure? Are you trying to figure out how AI can help frontline teams hit daily targets?
The Frontline Enablement Playbook will give you the tools to unlock employee potential by ensuring every team member has the capability, confidence, and support to do their best every shift.
Frontline employees turn strategy into action. From grocery clerks and delivery drivers to construction workers and restaurant servers, the frontline makes up 80 percent of the global workforce. But when they are overlooked and under-supported, execution suffers, turnover rises, and business performance declines.
The Frontline Enablement Playbook is a comprehensive guide for L&D, HR, and operations teams focused on improving performance across the deskless workforce. Drawing on 25 years of hands-on experience and insights from more than 50 global contributors-including Matthew Daniel, Chad Udell, and Gina Jeneroux—JD Dillon outlines practical ways to improve onboarding, training, communication, compliance, recognition, career development, and everyday readiness.
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
Are you struggling to improve day-to-day execution across frontline teams? Are location managers burning out under constant pressure? Are you trying to figure out how AI can help frontline teams hit daily targets?
The Frontline Enablement Playbook will give you the tools to unlock employee potential by ensuring every team member has the capability, confidence, and support to do their best every shift.
JD Dillon began his career on the frontline, gaining firsthand experience leading teams in theme parks, movie theaters, and contact centers. These roles shaped his understanding of how people learn, perform, and succeed in fast-paced business environments. Over the past 25 years, JD has become a leading voice in frontline enablement. He has worked in operations and talent development roles with global organizations, including Disney, AMC, Kaplan, and Axonify. JD continues to shape technology, content, and services used by millions of frontline workers around the world in industries like retail, grocery, food service, hospitality, logistics, financial services, and more. A popular keynote speaker, prolific creator, and author of The Modern Learning Ecosystem and The Frontline Enablement Playbook, JD advises organizations on frontline performance strategy, ecosystem architecture, and AI-enabled solutions that help people do their best work every day. JD lives in Orlando, Florida and is an avid Philadelphia Flyers fan. Learn more about his work at [...].
Preface
Introduction: Elevating the Essential
Part 1. Meet the Frontline Worker
Chapter 1. Who Is the Frontline?
Chapter 2. Defining the Frontline Persona
Chapter 3. The Hierarchy of Frontline Worker Needs
A Discussion With Kimo Kippen
Part 1. Wrap Up
Part 2. Architecting a Frontline Enablement Ecosystem
Chapter 4. The Complexities of Frontline Enablement
Chapter 5. Architecting a Modern Enablement Ecosystem
Chapter 6. The Foundations of Frontline Technology
Chapter 7. Rethinking Enablement in the AI Era
Chapter 8. Consolidating the Frontline Tech Ecosystem
Chapter 9. Designing Solutions That Fit the Frontline
Chapter 10. Leveraging Data to Inform Frontline Strategy
Chapter 11. Adopting a Skills-Based Strategy
Chapter 12. Prioritizing Community as the Foundation of Frontline Enablement
A Discussion With Marie Gill
Part 2. Wrap Up
Part 3. Empowering Frontline Managers
Chapter 13. Caught in the Middle: The Struggles of Frontline Management
Chapter 14. Redefining the Frontline Manager Role
Chapter 15. Adopting a Systems Approach to Manager Enablement
Chapter 16. Rallying Your Organization Around Frontline Managers
A Discussion With Brandon Carson
Part 3. Wrap Up
Part 4. Helping Frontline Workers Do a Great Job Every Shift
Chapter 17. Beyond Bulletin Boards: Sharing Knowledge With the Frontline
Chapter 18. Accelerating Frontline Capability With Everboarding
Chapter 19. Learning by Doing: Job Training on the Frontline
Chapter 20. More Than a Checkbox: Finding Meaning in Compliance
Chapter 21. In the Flow: Fostering Everyday Enablement
A Story From Gina Jeneroux
Part 4. Wrap Up
Part 5. Fostering Future Opportunities for Frontline Workers
Chapter 22. Making Economic Opportunity a Priority on the Frontline
Chapter 23. Restoring Our Future Focus Through Upskilling
Chapter 24. Building a Culture of Career Mobility
Chapter 25. Bringing Mentoring to the Frontline
Chapter 26. Unlocking Agility Through Cross-Training
Chapter 27. Rethinking Education Benefits for Frontline Workers
Part 5. Wrap Up
Part 6. Evolving Your Frontline Enablement Strategy
Chapter 28. Reframing Your Frontline Relationships
Chapter 29. Influencing Stakeholders to Prioritize the Frontline
A Conversation With Dick Johnson
Chapter 30. Assessing Your Frontline Enablement Practices
Chapter 31. Making Frontline Enablement Work
Part 6. Wrap Up
Conclusion: Become an Everyday Frontline Advocate
References
The People Behind the Playbook
Index
About the Author
About ATD
| Erscheinungsjahr: | 2026 |
|---|---|
| Fachbereich: | Allgemeines |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| ISBN-13: | 9781562869861 |
| ISBN-10: | 1562869868 |
| Sprache: | Englisch |
| Einband: | Kartoniert / Broschiert |
| Autor: | Dillon, Jd |
| Hersteller: | Association for Talent Development |
| Verantwortliche Person für die EU: | Libri GmbH, Europaallee 1, D-36244 Bad Hersfeld, gpsr@libri.de |
| Maße: | 229 x 152 x 36 mm |
| Von/Mit: | Jd Dillon |
| Erscheinungsdatum: | 05.05.2026 |
| Gewicht: | 0,965 kg |
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