This article explores the relationship between an Australian financial institution’s training programme and its commercial fortunes, in particular its mix of technical skills and social skills training. In this industry, price and product differentiation are limited, and customer service is...

Trust appears to be central in the development of effective workplace and negotiating relationships. However, much of the discussion presumes an understanding of what “trust” is. Seeks to examine the nature of trust and suggests that it relates to risk and the expectations of interacting...

Describes the outcome of a pilot study in which a number of hotel managers were interviewed at length in order to ascertain their understanding of “communications and social skills”. The objective was to investigate how these skills might be taught effectively by educators through the medium...

Based on a 15‐country study in western Europe, examines management and communication styles through a wide‐ranging interview schedule. In the context of national and business cultures, explores the dimensions of communications beliefs and practices, and draws out their interrelationships...

This article draws on a three‐year comparative study of employee relations in small, medium‐sized and large organisations in Britain. It sets out to identify, record and analyse the nature and extent of employee relations in micro‐businesses. The preliminary results that emerged from the...