Much of book buying has gravitated toward the Internet.

Mauri has been asked to conduct training for a group on telephone etiquette. What steps should she use to begin her task analysis?

a. Research the skill b. Practice the skill c. Understand the steps necessary to successfully perform the skill. d. Both a, b, and c e. Both a and c

The difficulty that men and women face managing their home/personal lives and their work lives is known as what?

a. burnout b. emotion labor c. work–life conflict d. bullying