The Front Line Manager is the beating heart of any organisation. Without them goals can not be achieved. if an organisation wants to sustain or improve performance then the Front Line Manager is the first person they should turn to. Frequently however, the voices of the Front line personnel go unheard because of perceived lack of legitimacy in the eyes of others, or simply because they lack the knowledge of how best to get their ideas across to management. This book helps them understand critical areas they need to be aware of if they wish to become effective communicators