*Source: This case has been developed with the financial support of FDC. Flanders District of Creativity 302 PART 3 - TRAINING AND DEVELOPMENT be placed together in a nylon sack immediately to separate them from There are other matters that could be covered during orientation other customers' garments. The ticket also has to be carefully written, and training, says Jennifer. These include company policy regarding paid with the customer's name and telephone number and the date clearly holidays, lateness and absences, health benefits (there are none, other noted on all copies. The counter person is also supposed to take the than workers' compensation), substance abuse, eating or smoking on opportunity to try to sell the customer additional services such as wa- the job (both forbidden), and general matters like the maintenance of terproofing, or simply notify the customer that "Now that people are a clean and safe work area, personal appearance and cleanliness, time doing their spring cleaning, we're having a special on drapery cleaning sheets, personal telephone calls, and personal e-mail. all this month." Finally, as the customer leaves, the counter person is Jennifer believes that implementing orientation and training prosupposed to make a courteous comment like "Have a nice day." Each grams would help to ensure that employees know how to do their of the other jobs in the stores-pressing, cleaning and spotting, and jobs the right way. And she and her father further believe that it is only so forthsimilarly contain certain steps, procedures, and, most impor- when employees understand the right way to do their jobs that there tantly, standards the Carters would prefer to see upheld. is any hope their jobs will be accomplished the way the Carters want of adequate employee training and orientation. For example, two new employees became very upset last month when they discovered that they were not paid at the end of the week, on Friday, but instead were 8-21. Specifically, what should the Carters cover in their new empaid (as are all Carter employees) on the following Tuesday. The Cart- ployee orientation program, and how should they convey this hours and compute their pay. The other reason they do it, according to Jack, is that "frankly, when we stay a few days behind in paying to Jack, is that "frankly, when we stay a few days behind in paying formed by an employee. Should the Carter Cleaning Centers notice before quitting on us. While we are certainly obligated to pay use a form like this for the counter person's job? If so, what should the form look like, say, for a counter person? them anything they earn, we find that psychologically they seem to 8-23. Which specific training techniques should Jennifer use to train her pressers, her cleaner/spotters, her managers, and be less likely to just walk out on us Friday evening and not show up week. This way they at least give us a few days' notice so we can find her counter people? Why should these training techniques be a replacement." used