Employee complaint handling: tested techniques for human resource managers
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York, NY u.a.
Quorum Books
1990
|
| Edition: | 1. publ. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XII, 195 S. |
| ISBN: | 0899304338 |
Staff View
MARC
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Record in the Search Index
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|---|---|
| adam_text | Contents
Introduction xi
Part I. Human Relations and Communications 1
1. Employee Complaints 3
Recognizing Complaints
Reasons for Complaints
Understanding Your Employees
Employee Perspective
Explain Work Rules to Employees
Investigate Complaints
Control Emotions
Explain Decisions Clearly
Keep Your Promises
2. Creating an Atmosphere for Resolving Complaints 13
Listening to the Content and Context
Destructive Actions That Create Complaints
Methods of Managing Complaints
De Emphasizing the Win/Lose Attitude
Displaying Constructive Personality Attributes
3. Resolving Complaints 31
vjjj Contents
Managing Complaints That Remain
Clarifying Solutions
Reaching Agreement
Feedback Tools for Managing Complaints
4. Interviewing Complaining Personnel 41
Planning Checklist
Asking the Right Questions
Active Listening
A Problem Situation
5. Peer Review 59
Employee Involvement
Types of Peer Review Systems
Qualifications
Decisions
General Electric—A Case Study
References
Human Relations Learning Exercises 71
1. Nobody s Listening
2. Resolving Complaints Through Communication
3. Active Listening
4. Complaint Handling
Part II. Legal and Ethical Concerns 95
6. Sex Discrimination 97
Sexual Harassment
Handling Sexual Harassment Complaints
Sex Based Wage Discrimination
Pregnancy Leave
References
7. Discrimination Based on Race, National Origin, and Age 109
Race and National Origin Discrimination
Age Discrimination
Afterword
References
Contents ix
8. Employment at Will 121
Exceptions to Employment at Will
Implications for Personnel Managers
References
Legal and Ethical Learning Exercises 135
1. They re Not Speaking Anymore
2. The No Smoking Violation
3. The Absenteeism Grievance
Legal and Ethical Learning Cases 147
1. The Bonus Committee
2. Bonus Committee Revisited
3. Secretarial Friction
4. Safety First (or Whatever Happened to Equal Opportunity?)
5. Management Persuasion of Potential Union Members
6. Affirmative Action and Whom to Hire
7. Global United (A): Melba Moore
Bibliography 189
Index 191
|
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| dewey-search | 658.3/155 |
| dewey-sort | 3658.3 3155 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. publ. |
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| illustrated | Not Illustrated |
| indexdate | 2024-07-09T16:48:48Z |
| institution | BVB |
| isbn | 0899304338 |
| language | English |
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| physical | XII, 195 S. |
| publishDate | 1990 |
| publishDateSearch | 1990 |
| publishDateSort | 1990 |
| publisher | Quorum Books |
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| spelling | Denton, D. K. Verfasser aut Employee complaint handling tested techniques for human resource managers D. Keith Denton and Charles Boyd 1. publ. New York, NY u.a. Quorum Books 1990 XII, 195 S. txt rdacontent n rdamedia nc rdacarrier Grievance procedures United States Beschwerde (DE-588)4006012-3 gnd rswk-swf Mitarbeiter (DE-588)4120744-0 gnd rswk-swf USA Beschwerde (DE-588)4006012-3 s Mitarbeiter (DE-588)4120744-0 s DE-604 Boyd, Charles Verfasser (DE-588)115727485 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=004206342&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Denton, D. K. Boyd, Charles Employee complaint handling tested techniques for human resource managers Grievance procedures United States Beschwerde (DE-588)4006012-3 gnd Mitarbeiter (DE-588)4120744-0 gnd |
| subject_GND | (DE-588)4006012-3 (DE-588)4120744-0 |
| title | Employee complaint handling tested techniques for human resource managers |
| title_auth | Employee complaint handling tested techniques for human resource managers |
| title_exact_search | Employee complaint handling tested techniques for human resource managers |
| title_full | Employee complaint handling tested techniques for human resource managers D. Keith Denton and Charles Boyd |
| title_fullStr | Employee complaint handling tested techniques for human resource managers D. Keith Denton and Charles Boyd |
| title_full_unstemmed | Employee complaint handling tested techniques for human resource managers D. Keith Denton and Charles Boyd |
| title_short | Employee complaint handling |
| title_sort | employee complaint handling tested techniques for human resource managers |
| title_sub | tested techniques for human resource managers |
| topic | Grievance procedures United States Beschwerde (DE-588)4006012-3 gnd Mitarbeiter (DE-588)4120744-0 gnd |
| topic_facet | Grievance procedures United States Beschwerde Mitarbeiter USA |
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