Table of Contents/Forward   

Introduction   

The Cases:

1. How Come They Make More Than Me?   

    Human resources and compensations

2. "She's a Smart Enough Broad"   

    Assuming leadership role, establishing performance standards

3. Improving Performance in Business Services   

    Leadership style, improving performance, responding to errors

4. Part 1 - Getting Started on the Right (or Left?) Foot   

    Establishing a new relationship, etc.

5. Part 2 - Kicking Into Gear   

    Performance management, controls

6. Part 3 - A time for Action   

    Termination

7. Mary Corey  

    Performance problems

8. Shipping and Receiving   

    Sexual harassment

9. They Came From Docu-Max   

    Sexual harassment

10. He's Just Not the Same   

    Disabled employee

11. Special Checking Is Handed a Loss   

    Performance problems, orientation, leadership style

12. Beverly Comes Full Circle   

    Career/employee development, mid-career changes, counseling

13.  It Was Really So Simple   

    Leadership, orientation, delegation, coaching

14. Pain in Claims   

    Dealing with a disruptive employee

15. Don't Let Her Bet Behind You   

    Dealing with a problem employee

16. Kathy Showers   

    Dealing with disruptive, problem employee

17. Forgetting Claims   

    Coaching, counseling

18. Answering the Phone "Good News, Bad News"   

    Training planning

19. Part 1 - The $3.75 Mistake   

    Customer relations, employee insubordination

20.  Part 2 - Judy, Judy, Judy   

    Group morale, problem solving, coaching, discrimination

21. Part 3 - The Strom Breaks   

    Disruptive conflict, performance management and problem solving

22. Conflict in Customer Service   

    Sex discrimination, coaching, problem solving

23. Don't Let an Old Flame Die   

    Job enrichment

24. The Contradiction of Business   

    Business problem solving

25. Problems Behind the Counter  

    Formal disciplinary procedures

26. Wanted: Good Secretary   

    Coaching, dealing with productivity problems

27. Another Staff Meeting   

    Communicating, conducting meetings, employee participation

28. The Case is Case Analysis   

    Coaching, disruptive employee, morale

29. A "No" in the Field   

    Insubordination

30. Buddy Jefferson   

    Assuming leadership role, poor performance, coaching, counseling, orientation

31. A Wet Pain in the Neck   

    Managing for service quality, coaching, leadership

32. "Well, Excuuuse Me!"  

    Customer service, managing off-site employees, responding to customer problems, training

33. The "B" is Back   

    Abusive behavior, bad employee morale

34. Accidents Happen   

    Selection, handicapped employee, morale/group activity

35. A Leadership Challenge   

    Assuming a supervisory position, team-building, selection, problem employee

36. It Was Either Some Dress of Some Stain   

    Violence in the workplace

37. Bad News in Budgets   

    Communication, leadership, training, morale

38. Out of Control   

    Running a meeting, productivity improvements

39. What a Waste of Time   

    Transfer of training, coaching, performance improvement

40. Getting a Fair Hearing   

    Dealing with informal, antagonist employee group, labor organizing, morale issues

41. Who's Telling the Truth?   

    Sexual harassment, conflict resolution

42. Shouting for Results   

    Labor negotiations, performance appraisals

43. Fixing Things Over Dinner   

    Performance problems, counseling, insubordination

44. A System's Migration to New Skills   

    Training, coaching

45. The Worst Part Was That She Often Was Right   

    Leadership style, disruption, participation

46. Lighting the Fire   

    Motivation

47. Caught in the Act   

    Violent behavior, drug problems, termination, customer security

48. Look Out Ahead   

    Developing and coaching a supervisor

49. A problem in Security   

    Codes of conduct, controls, dealing with criminal conduct

50. Who Me?   

    Sexual harassment, employee counseling, race relations, violence.