Go Back to
www.IndependentRetailer.com MANAGEMENT Working Well
With Others continued from page 95
ness in retail settings with Anat Rafaeli, a professor at the Technion in Israel, and Erez shared his unpublished results with Cover Magazine. “It was research about customers’ rudeness and how it influenced employees’ cognitive function,” says Erez. That included simple problems such as remembering customer requests, changing a phone number, and so on. “And what we found was that it was really bad for all of those,” he says. Erez noted that the nega- tive effect was less pronounced for employees who were good at, “perspective taking,” that is, “a specific type of empathy that let’s you get into their head and feel what they’re thinking.” According to Porath, there
are concrete steps retail man- agers can take to decrease rudeness in the store. “These managers can set intolerance expectations,” she suggests, including, “the idea that this kind of thing isn’t going to fly; it’s not acceptable in the com- pany.” She has concrete steps for managers, as she describes in her book. “Training in civil- ity is actually quite helpful,” she says. “Building listening skills, conflict resolution, stress management, and anger man- agement training is all worth the investment.” ■
Visit
IndependentRetailer.com, For Today’s Business News & Updates. *Carrier trademarks used in this page are the property of their owners and are respectfully acknowledged. INDEPENDENTRETAILER.COM for Industry News & Updates September 2010 97
...subscribe
Wholesale Merchandise Buyers, Distributors, and Wholesalers...
to COVER Magazine, America's
Scratch & Dent Appliances
Refrigerators, wine coolers, freezers and more. top
Closeout and Variety Merchandise Editorial Report. Every month COVER brings you the latest news and information on retailing trends and events. AND our advertisers offer you the finest wholesale products at the best prices available. COVER is regularly $24.00 per year but now you can subscribe to COVER Magazine for only $12.00 (12 issues). Use the coupon below to order COVER today!
CALL FOR AMAZING PRICES!!
$24
Published by Sumner Communications, Inc
www.covermag.com Send this order form and cash, check or money order to:
Sumner Communications, 24 Stony Hill Rd., Bethel, CT 06801-1166
YES! Send me a 1 year subscription (12 monthly issues) to Cover Magazine for only $12.00
me $24 off the regular rates! Name Signature
City, Province, Zip Ship To Address Company Name
E-mail Address Phone#
Credit Card #: Expiration Date:
Security Code: *charge will appear as "Sumner Communications, Inc."
Or Call 1-800-999-8281 To order by phone. Better Yet! Send 2 years for $24.00 and save
888-248-5781
www.MidwesternUnlimited.com
Attn: Store Owners
Find out how to make Extra Revenue with a
great community service Advertise your store to hundreds of local
residents calling for free local time, temperature, and weather forecasts. — Call to find out more!
www.weatherfonemidwest.com 888-248-5781
Multiple Additional p
Great Closeout Special On
Housekeeping Carts
NOW ONLY
per year (12 issues) $12
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104