Safety Management: Improving Performance

Business & Money

Denton, D. Keith

Management & Leadership

Mcgraw-Hill College

Did You Know?: Fascinating Facts & Fallacies About Business

Boyd, Charles

Prentice Hall Direct

To learn more about Rowman &amp; Littlefield titles please visit us at www.rowmanlittlefield.com.

Horizontal Management

Lexington Books

Comprises interviews with service-sector luminaries from such companies as American Express, Byerly's, Hallmark Cards, L.L. Bean, Texas Instruments, and Radio Shack. Shows how companies are using a variety of means to invest in customer satisfaction, and what the outcomes have been. Annotation copyright Book News, Inc. Portland, Or.

Quality Service: How America's Top Companies Are Competing in the Customer-Service Revolution...and How You Can Too.

Gulf Pub. Co.

Takes an interdisciplinary approach to creativity by drawing on disciplines such as physics, history, biology, and chaos theory. Denton (management, Southwest Missouri State University) asserts that using all areas of knowledge can lead to innovative products, better processes, and new organizational structures. Annotation c. Book News, Inc., Portland, OR (booknews.com)

The Toolbox for the Mind

Denton, Rebecca A.

McGraw=Hill

This book focuses on the issue of employee complaints, and has been designed for use as both a self-instruction manual and training device to teach supervisors and staff how to better manage employee complaints. It offers a variety of techniques and tools that can be used to reduce the number of complaints and to better manage those complaints that remain. To facilitate this, the authors have included a number of experiential learning exercises, role plays, and case studies, and provided training notes to help in the instruction.
The text in the book is divided into two separate sections: Human Relations and Communications, and Legal and Ethical Concerns. The first section, along with its related learning exercises, provide a wide array of human relations and communication tools to better resolve complaints. Topics covered include recognizing complaints, explaining work rules to employees, destructive actions that create complaints, and types of peer review systems. The second section, combined with exercises and case studies, focuses on legal and ethical considerations. Critical issues such as race and sex discrimination and employment-at-will are addressed, with specific discussions of pregnancy leave, age discrimination, and terminations. The book concludes with a selected bibliography and an index. This study will be an important reference for human resource and personnel managers, and for classes in business management and employee relations. It will also be a valuable addition to both college and public libraries.

Employee Complaint Handling: Tested Techniques for Human Resource Managers

Praeger Pub Text

This unique volume delivers practical and successful techniques used by some of the world's most competitive and innovative companies to the hands of the Human Resource Manager. Techniques described in the book can help any company enhance its ability to recruit, retain and improve its employee relations.
A synthesis of effective recruiting techniques is explained including a review of Merck's Interview Skills workshop, Hewlett-Packard's Behavioral Interviewing and Marriott's recruitment programs. Effective retention techniques are also explained, including Federal Express' Guaranteed Fair Treatment Procedure, General Electric's Work Out Program, Motorola's Six Sigma program, Merck's Flextime program and Cypress' Goal Setting process. Several successful techniques for improving communication and recognition are also examined including PepsiCo's SharePower. Additionally, a wide range of techniques are examined which should help companies better manage diversity within the workplace, reduce turnover, simplify work and build employee self esteem.

Recruitment, Retention, and Employee Relations: Field-tested Strategies for the '90s

Praeger

Technologically driven information overloads corporate leaders, managers, and employees alike, forcing them into a reactive mode with little time for reflection or strategic thinking. When the survey is completed, the teleconference over, and the weekend retreat a distant memory, we go back to our jobs unchanged. We hope that our activities contribute to corporate objectives, but we quickly lose sight of the connection between our work and critical outcomes. It doesn't have to be that way. Denton explains how to combine new interactive Intranet Web-based technology with new managerial software to focus on strategic decision making, effective team management, and the big picture.
Along with its companion Web site, www.CIVID3.com, this book provides an innovative solution that integrates and displays your critical information in real time. Condense all the reports received from finance, operations, marketing, and other divisions into a single interactive visual display that's always up to date. Establish two-way communication that allows managers and workers at all levels of the company to participate. This is the first system to graphically display―on a single desktop screen―the status of your key organizational and group performance measures. Combine outcomes and processes. Use subjective as well as objective information. Integrate and display the results in a user-friendly format, in real time. This book's solution allows organizational members to focus on their ultimate purpose and makes it easier to implement strategic or operational decisions.

Empowering Intranets to Implement Strategy, Build Teamwork, and Manage Change

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Books by Denton, D. Keith