| Preface CHAPTER 1: HIRING GOOD PEOPLE The Job Description Finding Employees Interviewing Job Candidates Background Checks Selecting a Candidate Chapter Summary Discussion Questions Endnotes CHAPTER 2: FEDERAL EMPLOYMENT LAWS Federal Wage-Related Laws Federal Health and Safety Laws Federal Benefits Laws Federal Antidiscrimination Laws Sexual Harassment and Wrongful Discharge Chapter Summary Discussion Questions Endnotes CHAPTER 3: MANAGING PEOPLE EFFECTIVELY The Accountability Dilemma Cooperation vsCompetition Building Cooperation The Workplace “Caste System” Chapter Summary Discussion Questions CHAPTER 4: MANAGING UNION EMPLOYEES A Brief History of Labor Unions Types of Unions The Grievance Process Chapter Summary Discussion Questions Endnotes CHAPTER 5: EMPLOYEE BENEFITS A Bit of Benefits Background Health Care Coverage and Costs Guaranteed Income Plans Other Types of Benefits Building in Maximum Flexibility Chapter Summary Discussion Questions Endnotes CHAPTER 6: RETENTION AND MOTIVATION The Case for Employee Retention Structure Drives Behavior Why Workers Leave The Role of Change Learning From Goodbyes Chapter Summary Discussion Questions Endnotes CHAPTER 7: BUILDING CORE VALUES Regaining Trust Retail-Specific Values Corporate Citizenship Chapter Summary Discussion Questions Endnotes CHAPTER 8: MANAGING IN DIFFICULT SITUATIONS Drug Abuse in the Workplace Off-the-Clock Work The Smoke-Free Workplace Workplace Violence Chapter Summary Discussion Questions Endnotes CHAPTER 9: CUSTOMER SERVICE AND RELATIONSHIP BUILDING Business as a Human Endeavor The Service-savvy Employee Ideas, Large and Small Changing the Service Mind-set Chapter Summary Discussion Questions Endnotes CHAPTER 10: RETAIL TECHNOLOGY AND TRENDS Technology and Workplace Privacy Temporary Workers Free Speech and Blogging Competing with E-commerce Chapter Summary Discussion Questions Endnotes Glossary Index |
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