Bill -- The best, most common sense book I've seen (after 30 years in this business) that speaks directly to your issues is: "Improving Productivity Through People Skills" by Lefton, Buzzotta, and Sherberg. Contact them at Psychological Associates in St. Louis at 314-862-9300. The #2 on my list is the "Successful Manager's Handbook" from Personnel Decisions, Inc. in Minneapolis. They are in the book. good luck. Ray Uloth Managing Director The Delta Learning Group