Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager's natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.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 vs. Competition.
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 Carló5
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