Gary Heil is an educator, business consultant, and expert on leadership, service quality, and change management. Founder of The Center for Innovative Leadership, Heil is a highly regarded speaker and frequent commentator on radio and television and has served on the Board of Examiners for the Malcolm Baldrige Quality Award. He is also the coauthor of Maslow on Management and Leadership and the Customer Revolution.Chris Thomas is a professional writer from Boise, Idaho.

• 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 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.