Abstracts

Human resources and labor relations

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Front-line interpersonal skills a must in today's service economy

Article Abstract:

With the shift from an industrial society to one that is information-based, there is a need in the service industries for the ethic of selling to change to an ethic of serving. Even though service workers are the least experienced and lowest paid of any workers in the U.S., they are the first contact a customer has with the company. Therefore, without proper training in interpersonal skills, service personnel can cause customers to seek service elsewhere. Such training requires attention to both execution and design.

Usage, Telecommunications systems, Services industry, Service industries, Interpersonal communication, Interpersonal relations

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Match trainers to the task

Article Abstract:

Personnel managers often need to consider whether to hire trainers to educate employees to adapt to new techniques or products in the workplace, and it is important the personnel managers select the right type of trainer for the best results. Things to consider when securing a trainer include identifying how a trainer believes people learn, which will affect training methods used, and determining the role a trainer is expected to fill. Additionally, personnel managers should look for training effectiveness.

Planning, Occupational training

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The future just-in-time work force

Article Abstract:

The work force just-in-time (WJIT) is a new concept in human resource management where personnel is responsible for supplying workers only when they are needed, reducing the costs of non-productive workers who have little to do during 'slow' periods. Personnel managers using this concept must be skilled at making future employee predictions. A case study of a fictional company is discussed to illustrate the application of WJIT.

Analysis, Case studies, Labor productivity, Just in time inventory systems, Just in time systems

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