Pearson New International Edition International pcl tp indd 1

Discussion Questions:
1. What, if any, role should an individual who will be the immediate supervisor of
a new front office employee play in recruitment, selection, orientation, and
training of the new staff member? Why?
2. Review the common sense tactics to motivate front office employees (see
Figure 13). Which of these tactics would you like to be used by your supervisor?
What additional common sense (and low-cost) tactics would you suggest
based on the perspective of an entry-level staff member?
3. Assume that you are an FOM developing a set of policies applicable to employee
schedule requests. What issues would you address in your policy statements?
What input, if any, would you solicit from your staff members as you develop
these policies?
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