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Bell, Chip R. and
Zemke, Ron. Managing Knock Your Socks Off Service. New York: AMACOM,
The authors provide detailed information and strategies for
managing the kind of customer service that helps companies to keep customers
longer; lower sales and marketing costs; experience higher returns on
sales; and have better net profits. Practical suggestions for satisfying
customer needs and maintaining good employee relations are presented.
The authors make the connection between hiring quality people, keeping
them satisfied, and customer retention.
R. What Every Supervisor Should Know. New York: Gregg
Division/McGraw-Hill, Inc., 1985.
This college text book explores the role of supervisors in
management today. Topics included are: supervisory management and human
relations; planning and control; organizing, staffing, and training; activating
the work force; coping with problem performers; managing work productively;
legal concerns of supervision; and special areas of operation.
Block, Judy R.
Performance Appraisal on the Job. Making It Work. New Jersey: Prentice-Hall,
Ms. Block wrote this book as a guide to practical performance
appraisal. She describes the process step-by-step and offers managers
suggestions on how to solve problems. Her objective is to provide information
to make the performance appraisal process work, for the manager, the employee,
and the organization. The book includes information on choosing an appraiser;
using an appraisal scale; complying with EEO requirements; conducting
an effective appraisal interview, coaching employees; developing a learning
plan; and dealing with appraisal pitfalls.
Kahn, Steven C.,
Brown, Barbara Berish, Zepke, Brent E., and Lanzarone, Michael. Legal
Guide to Human Resources. Boston; Warren, Gorham & Lamont, 1994.
This guide is an easy-to-read reference for human resource
professionals on federal and state laws affecting employment. In-depth
explanations are provided in layman's terms on the Employee Retirement
Income Security Act, the Civil Rights Act of 1991, the Drug Free Workplace
Act, the Immigration Reform and Control Act, Title Vll of the Civil Rights
Act of 1964, the Age Discrimination in Employment act, the Labor Management
Relations Act, the Occupational Safety and Health Act, and the Family
and Medical Leave Act.
G. Successful Nonverbal Communication, Principles and Application.
York: Macmillan Publishing Company, 1986.
This book was written for instructors who teach an introduction
to nonverbal communication. Students and instructors helped develop the
book to assist others to become more effective communicators. The author
presents current research, theory and terms of nonverbal communication
in a style that is easily read. Stories, quips, and quotes are used to
assist in digesting the technical material and translating it into simple
language. An in-depth presentation on eye behaviors is presented with
the author's acknowledgment that eye behaviors are gaining recognition
as one of the most complex and important nonverbal message systems. Topics
include impression formation and management. The author contends that
impression management is the most important function served by a study
of nonverbal communication.
Munter, Mary. Guide
to Managerial Communication. New
Jersey: Prentice Hall, 1992.
Munter designed this book to assist management personnel in
the development of their communication strategies. Written, verbal, and
nonverbal delivery skills are explored in detail. The author presents
sections on visual aids, writing style, computers for writing and visual
aids, and unbiased, cross-cultural communication.
Murphy, Kevin R.
and Cleveland, Jeanette N. Performance Appraisal. An Organizational
Perspective. Massachusetts: Simon & Schuster, Inc. 1991.
The authors present a four-component model of the performance
appraisal process for use in organizations. The model emphasizes context
as the most important issue in appraisal and treats appraisal as a goal-directed
process in which goals are shaped primarily by the organizational context
in which rating occurs. Two chapters examine the criteria used to evaluate
appraisal systems. The authors suggest frameworks for choosing criteria
that are relevant and that provide clear indications of whether or not
ratings are useful to the rater, the ratee, and the organization.
S. Technical Writing. a Practical Approach. New York Macmillan
This college text book stresses the need for business writers,
also called technical writers, to learn how to write by physically writing
rather than talking about writing. It provides a detailed analysis of
writing techniques and strategies. Topics include analyzing the reader,
organizing technical information, patterns of organization, and general
and specific rules for letters and memos. An in-depth study of reports,
proposals, graphics, and oral presentations and meetings is presented.
The Ethics of Excellence. Dallas: Pritchett & Associates, lnc.,
Dr. Pritchett is the Chairman and CEO of Pritchett & Associates,
Inc., a consulting firm located in Dallas, Texas. His firm specializes
in mergers organizational change. Dr. Pritchett wrote this booklet in
the form of a quick, easy to read reference guide to business ethics. Each page contains
a brief theory followed by an explanation of the practical applications
of these theories. It is an insightful, thought provoking book written
in a manner that encourages the reader to strive for excellence in ethics.
"Serious About Its Code of Ethics." HR Magazine on Human Resource
Management. (September 1994): 46-48.
This article describes the ethics policies and programs of
one company, NYNEX, to encourage companies to develop similar programs.
Ms. Rogers interviewed the company's vice president of ethics and business
conduct, Graydon Wood. He advocates NYNEX's code of business conduct based
upon core values of quality, ethics, and caring for the individual. The
code evolved from an initiative established in 1990 by the company's 80,000
employees. It took a year to develop and four months just to write the
first draft. This in itself establishes NYNEX's serious commitment to
ethical standards. Once the code was developed, all employees received
training. Also interviewed was Michael Hoffman, executive director of
the Center for Business Ethics at Bentley College in Waltham, Massachusetts.
NYNEX received the first Business Ethics Award given by the Center in
T. "Job Applications and Interviews." Texas Business Today (4th
Mr. Simmons, legal counsel to Commissioner James Kaster of
the Texas Employment Commission, outlines in this article the legal implications
of job applications and interviews. He urges employers to design hiring
processes free of potentially discriminatory activities.
R., Greene, Judith S., and Hickey, Judith A. Records and Database
Management. New York: Gregg Division/McGraw-Hill Publishing Company, 1989.
This book is designed to teach individuals to solve records
and database management problems faced by employees in office occupations
including administrative support, entry level management, accounting,
word and data processing, and records management. Its topics include how
to manage records using hard copy and electronic database systems. Basic
filing skills essential to effective records management in work as well
as personal life are addressed. An entire chapter is devoted to analyzing
and designing records management systems.
R. Time Warrior, Using the Total Cycle Time System to Boost Personal
Competitiveness. New York: McGraw-Hill, Inc., 1992.
The author demonstrates how the Total Cycle Time methodology,
typically applied to manufacturing businesses, can be applied on a personal
basis. Thomas guides individuals toward the achievement of personal goals
using time as the driver. He teaches the reader to examine every step
of their actions, seeking out and eliminating poor work habits, unnecessary
procedures, and barriers that prevent performance at full potential. Thomas
contends that in the time war, swiftness and skill prevail. The key to
job satisfaction, security, and promotability is to improve personal competitiveness.
R. Teach Yourself Bodv Language. Chicago: NTC Publishing Group,
Mr. Wainwright presents an in-depth study of body language
evidenced in eye contact, facial expression, head movements, gestures
and body movements, posture, proximity, and bodily contact. Wainwright also provided information on different cultures
including Germans, Italians, Latins, Arabs, and the Japanese people.
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