Kangan Batman TAFE

Below is a selection of online readings and links relevant to Certificate II in Retail Operations. If you are accessing these readings from a workstation situated on any Kangan Batman Tafe campus, you should be taken directly to the full text of the article. If you are accessing these resources from off-campus, you may be asked for a password. The passwords are available on request from the LLC.

The readings are organised by online resource (ie all the Infotrac resources are listed first, followed by Electric Library resources, then internet sites).

You may wish to explore additional online resources by visiting our Online Resources Page and constructing your own searches.

Articles from Infotrac

Do you talk too much? (sales clerks, communication skills) American Salesman Dec 2002 v47 i12

Workplace communication: reaping the rewards of fun and laughter: fostering opportunities for dialogue rather than monologue will build a workplace that embraces creativity, imagination and even fun, by Ricky Nowak in Journal of Banking and Financial Services Dec 2001 v115 i6

Dressing for success: staffers' attire projects your store's image. (includes related article) by Jan Newbegin in Video Business March 31, 1995 v15 n13

Just Doing Their Jobs. (how to encourage teamwork in workplace) by Chris Penttila in Entrepreneur August 2001 v29 i8

Dying to serve you. (violence against service industry workers) by Gregory F. Delaurier. Dollars & Sense Sept 2001

Danger at work: stores and security groups are using more sophisticated tactics to deal with violent and threatening behaviour in-store. by James Quilter in In-Store Sept 2004

Manners--retail style. in American Salesman Nov 2004 v49

Class act; for some specialty store owners, the key to projecting a well-informed, well-polished image to customers is to tirelessly train staffers by Catherine Lunardon in WWD August 6, 2003

Counter offenses: boredom leads to activities that distract from customer service, and can play a role in job dissatisfaction. (Savvy Staffing Solutions) by Carol L. Schroeder in Gifts & Decorative Accessories March 2003 v104 i3

Service With a Smile? (retail sales personnel) by Erin Strout. in Sales & Marketing Management Jan 1999 v151 i1

Articles from Electric Library

Targets Behind the Counter by Kathryn Tyler in HR Magazine 08-01-1999

Internet

Guidance note for manual handling in the retail industry [NOHSC:3014(1992)] (large file)

Guide to Personal Security in the Retail Industry Workplace Health and Safety, Queensland (large file)

Safe@work retail module A health and safety resource package for secondary school students who undertake workplace learning programs.

Victorian WorkCover worker information

Casio point of sale equipment

Scan Direct point of sale equipment