Competition for talent is stiff these days, no matter which industry you’re in. But the fight to hire and, particularly, retain great talent, is especially fierce in industries that employ a frontline workforce. While attention is often focused on top-level management and strategic initiatives, hat many business leaders don’t realize is that frontline managers play a huge role in whether or not frontline employees decide to stay or go. 

It is estimated that frontline employee leaders are supervising up to 80% of the workforce. That’s absolutely huge. Investing in training frontline leaders with managerial skills and a leadership mindset can have a significant positive impact on an organization as they have become instrumental in helping businesses realize their strategic vision. Equipping frontline leaders with best practices for communication, engagement, recognition, and employee appreciation will pay dividends in the long term.


To reduce employee turnover and strengthen your overall workforce, focus on the following development areas:

Frontline Communication Strategy

Training frontline leaders in communication techniques equips them to articulate organizational goals and expectations clearly, while also helping employees feel valued and in-the-know. Teach your managers to use various communication channels, especially the ones their employees are familiar with (like text) to ensure timely and effective information sharing. Managers who understand how to implement a consistent communication strategy promote transparency, collaboration, and alignment among team members, leading to improved performance and overall workforce productivity.

Employee Recognition and Appreciation

We’ve talked about this before, but we’ll mention it again here because it’s that important. Train frontline leaders on the importance of regular recognition. There are easy ways for managers to make recognition a consistent part of their approach to boost employee morale and job satisfaction. Here are some quick and practical ideas to help your managers get started.

Soft Skills & Emotional Intelligence

Frontline employee managers tend to be very hands-on and may often straddle the line between leader and doer. For this reason, soft skills training is often overlooked for frontline managers. But it’s just as important for these leaders, if not more important, especially considering their environments may be stressful, fast-paced, and customer centric. 

Leaders trained in emotional intelligence skills learn to support their workforce through active listening, appropriately addressing concerns, and providing encouragement to their team members. 

This heightened engagement from managers leads to increased job satisfaction, higher levels of commitment, and improved overall performance from their team.

Providing & Delivering Feedback

Providing constructive feedback is one of the toughest and potentially most uncomfortable parts of a manager’s job. But, often, frontline managers are not provided with training on how to formulate and deliver feedback that will help their employees grow. 

Like investing in manager training, constructive feedback and opportunity for development is part of what keeps an employee engaged. Frontline managers who understand how to deliver both positive and tough feedback in a way that drives motivation not only increases performance, it helps employees feel seen and valued. 

When employees see that their leaders are committed to their growth and success, they feel more motivated to stay with the organization. 

Innovation and Adaptability

Just like the famous Flamin’ Hot Cheetos, some of the best and most innovative ideas can come from your boots-on-the-ground workforce. Frontline employee leaders who receive proper training become catalysts for innovation within their teams. 

They are equipped with the tools and techniques to encourage creativity and can adapt to challenges with out-of-the-box thinking. By fostering a culture of continuous learning and improvement, these leaders inspire their team members to explore new ideas, experiment with different approaches, and embrace change.

This culture of innovation and adaptability enables organizations to stay ahead of the competition and thrive in a rapidly evolving business landscape.

In a recent Harvard Business Review article, the author emphasizes the transformative impact of training frontline leaders on organizational success. There is a proven significance to building leadership competencies, increasing employee engagement, and enhancing performance through proper training and development. Through an investment in training, your frontline leaders and managers gain the knowledge and skills necessary to make informed decisions and solve complex problems. They become adept at navigating challenging situations, managing conflicts, and inspiring their teams to achieve their full potential. 

They understand the significance of acknowledging achievements, providing constructive feedback, and creating a culture of gratitude. By fostering a workplace culture that values and appreciates its employees, organizations can enhance workforce performance, reduce turnover, and attract top talent.

So, embrace the power of training frontline employee leaders, empower them to drive positive change, and witness the transformative impact it can have on your workforce. 

Ready to enhance your workforce performance and empower your frontline leaders? Discover the power of goHappy, a comprehensive employee engagement and communication platform designed to revolutionize the way you connect with your frontline teams.