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This chapter revolves around a Zoom conversation between Tim Martindell and Cheryl Craig to which Chestin T. Auzenne-Curl added field-based evidence and reflective comments. The exchange between Martindell and Craig had to do with how Tim facilitated the Writers in the Schools (WITS) writers in conjunction with Tina and Maryann who led the WITS Collaborative. The embedded snapshots and excerpts stemmed from the field notes we accumulated during the life of the project. The conversation discusses some of the fine points of facilitation as well as the boundary areas where what unfolds fringes on the unknown. Near the end, hope for the future is discussed.

This article aims to give a brief background and overview of the current discourse surrounding hate crime. The author discusses the difficulties of defining hate crime how agencies such as the police can deal with the issue. Different characteristics and motivations for the perpetrators of hate crime will be analysed. The victims of hate crime and members of their community can be deeply affected by their victimisation, these affects will be described and possible policy implications discussed.

This paper examines the results of a survey carried out on the subject of bullying and harassment in the workplace, with particular reference to the hospitality industry. Following a brief overview of the area, the paper examines a cross‐border study undertaken in 1998. The study included the analysis of cases from the Republic of Ireland and from Northern Ireland and also a comparative case study was undertaken to explore and compare the extent of bullying and harassment in the hospitality industry in the two regions. The results of the case analysis show that, in a majority of cases both North and South, women were the instigators of claims of harassment and an organisationally superior male employee was the alleged harasser. Nearly half of the claims initiated were eventually dismissed both North and South, while those claimants who were successful in their claims received low levels of compensation in comparison with their American counterparts. The hospitality case studies showed the primary focus of policy was on sectarian harassment in the North, while in the Republic of Ireland it was on sexual harassment. The case studies also identified the lack of training in the area and the need for more focused policies to deal with all forms of harassment.

This paper aims to analyse structural changes within the Brazilian mobile telecommunications market. More particularly, the paper aims to highlight why the market was fragmented and identify drivers for its subsequent consolidation.

Comparative case studies are used to understand change in the Brazilian mobile telecommunications market. The evolution of the market is described and key factors driving change identified.

This paper shows how each of the leading mobile telecommunications groups in Brazil employed a different strategy, both for entering into the fragmented market and for participating in its subsequent consolidation. Attention is also drawn to the role of government in determining market structure, not least in terms of its rationale for initially fragmenting the market in order to encourage foreign investment.

This paper provides a detailed analysis of structural change within the Brazilian mobile telecommunications market. In doing so, it sheds light on the role played by foreign telecommunications companies in the transformation of one of the world's largest, but often overlooked, telecommunications markets.

This paper aims to explain how Waters Corporation – a worldwide provider of analytical‐science solutions to health‐care, environmental, food‐safety, water‐quality and other laboratories – worked with training provider Huthwaite International to improve the knowledge and customer‐service skills of the field service team.

The paper charts the reasons for the training, the form it took and the results it has achieved.

The paper details how each engineer was given a number of customer accounts to “own”. The engineers were to bring in different expertise as needed, but should manage the service project, get to know and understand the customer and identify ways that Waters could further help them in their business.

The paper describes how the training focused on questioning skills and on how to get explicit answers that could give a real insight into a customer's business. It also covered how to handle objections in a positive way and when and how to hand over to another specialist but still manage the customer relationship. The training was designed to show that the more a service engineer knew about a customer and his or her operations, the more value the engineer could offer, by pre‐empting problems and suggesting solutions to existing challenges. In turn Waters would gain value through having a loyal customer base that would affect future sales.

The paper shows how service teams can be led in phases from just offering the technical fix needed, to providing outstanding service, identifying opportunities and supplying the sales team with intelligence, to eventually carrying out their own sales.

The paper highlights how a properly trained service team can build sustainable and profitable long‐term relationships.

This paper seeks to explore the impact of new forms and organisation of work on a medium sized engineering company on Tyneside. It will involve an analysis of the way management have used the heterogeneous nature of the workforce in question to implement change. This change includes the introduction of TQM, JIT and HRM policies as well as fundamental change in the way the work is organised in the factory itself. This paper will seek to link these internal conditions with the impact of external factors. These will include a discussion of the product market, and the labour market at both local and regional level.

Using a large-scale dataset on working conditions across 31 European countries, this paper examines the nature and scope of crossnational variation in the determinants of job satisfaction. The author employs multi-group ordinary least squared regression analyses in order to unpack the extent to which a set of "established" predictors of job satisfaction are robust cross-nationally. The results of the research point to widespread variation in the factors that promote and obstruct job satisfaction. It is concluded that the findings of single-sample studies, which constitute by far the vast majority of empirical research, cannot be readily generalized across populations. The paper has philosophical and sociological implications in respect to the processes of knowledge dissemination in the social sciences.