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Articles by Brenda Paik Sunoo

1999 Managing Change Optimas Award Profile Malden Mills Industries Inc.

September 16, 2001
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A devastating fire destroyed three of Malden's buildings and displaced 1,400 employees. HR helped get the rebuilding process by creating a special center to keep the displaced employees informed and to retain them. The center was later used through two painful downsizings.
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Balancing the Human Equation

September 16, 2001
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Kathy Skala, the HR director of Malden Mills, shares her insights about HR and working at Malden Mills.
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Framing the Online Mediation Dialogue

September 6, 2001
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How an online mediator might frame a discussion between disputants during the early stages of negotiations.
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Use Technology as a Tool, Not a Replacement

April 26, 2001
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PPI designed a customer-service training program that included instructor-led training with mentors, Web-based self-study, and on-the-job practice.
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Promote Accountability in Your Customer-Service Team

April 26, 2001
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The first step toward achievingexceptional standards is to assemble a first-class team ofcustomer-service-oriented managers and staff.
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Results-Oriented Customer Service Training

April 26, 2001
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Customer satisfaction has dropped since 1994 in nearly every sector of the economy.
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Treat Customers as Guests

April 26, 2001
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Knowing that its trial customers are seeking new information, Wild Oats Markets considers and treats its clientele as special "guests."
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HR Scouts Recruit, Develop, and Retain Talent At PR Agency

February 28, 2001
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Optimas 2001 - Innovation: New initiative at Fleishman-Hillard stresses innovative thinking and a long-term strategic view.
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Pioneers in Online Mediation

January 21, 2001
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If you haven't heard of - or considered - online mediation, here's a list of Web sites that will give you an overview.
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Hot Disputes Cool Down in Online Mediation

January 21, 2001
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Cyberspace dispute resolution can defuse anger and save HR managers time, energy - and real-world lawsuits.
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