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<br /> UNIQUE & CHALLENGING<br /> ENVIRONMENTS<br /> Call Centers • Caregiving • Manufacturing • Hospitals<br /> Military • Remote Sites • Higher Education<br /> INNOVATIONS 2 SOLUTIONS<br /> A supplement to Sodexo’s<br /> 2013 Workplace Trends Report<br /> 2UNIQUE&<br /> 0<br /> 1 CHALLENGING<br /> 3 ENVIRONMENTS<br /> Foreword ................................................................................................................. 4<br /> George Chavel, President and Chief Executive Officer, Sodexo, Inc.<br /> Perspectives from the Presidents .......................................................................... 5<br /> Michael Norris, COO Sodexo North America and Market President, Corporate Services<br /> Patrick Connolly, COO Sodexo North America and Market President,, Health Care<br /> James Taylor, President,, Health Care Southeast Division<br /> Lorna Donatone, COO Sodexo North America and Market Pre<a title="Unique and Challenging Environments 2013 page 1" href="http://viewer.zmags.com/publication/30f020a7?page=1"> UNIQUE & CHALLENGING ENVIRONMENTS Call Centers •</a> <a title="Unique and Challenging Environments 2013 page 2" href="http://viewer.zmags.com/publication/30f020a7?page=2"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Forewo</a> <a title="Unique and Challenging Environments 2013 page 3" href="http://viewer.zmags.com/publication/30f020a7?page=3"> TABLE OF CONTENTS Hospitals ..................</a> <a title="Unique and Challenging Environments 2013 page 4" href="http://viewer.zmags.com/publication/30f020a7?page=4"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS </a> <a title="Unique and Challenging Environments 2013 page 5" href="http://viewer.zmags.com/publication/30f020a7?page=5"> FOREWORD Perspectives from the Presidents Mic</a> <a title="Unique and Challenging Environments 2013 page 6" href="http://viewer.zmags.com/publication/30f020a7?page=6"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Patric</a> <a title="Unique and Challenging Environments 2013 page 7" href="http://viewer.zmags.com/publication/30f020a7?page=7"> PERSPECTIVES FROM THE PRESIDENTS John </a> <a title="Unique and Challenging Environments 2013 page 8" href="http://viewer.zmags.com/publication/30f020a7?page=8"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Research</a> <a title="Unique and Challenging Environments 2013 page 9" href="http://viewer.zmags.com/publication/30f020a7?page=9"> RESEARCH METHODS Each of the present-day state</a> <a title="Unique and Challenging Environments 2013 page 10" href="http://viewer.zmags.com/publication/30f020a7?page=10"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS 7 Unique </a> <a title="Unique and Challenging Environments 2013 page 11" href="http://viewer.zmags.com/publication/30f020a7?page=11"> UNIQUE ENVIRONMENT ABSTRACTS Unique Environment</a> <a title="Unique and Challenging Environments 2013 page 12" href="http://viewer.zmags.com/publication/30f020a7?page=12"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS compani</a> <a title="Unique and Challenging Environments 2013 page 13" href="http://viewer.zmags.com/publication/30f020a7?page=13"> UNIQUE ENVIRONMENT ABSTRACTS hospitals. One of </a> <a title="Unique and Challenging Environments 2013 page 14" href="http://viewer.zmags.com/publication/30f020a7?page=14"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS danger</a> <a title="Unique and Challenging Environments 2013 page 15" href="http://viewer.zmags.com/publication/30f020a7?page=15"> CALL CENTERS Call Centers By Doug Klees, VP o</a> <a title="Unique and Challenging Environments 2013 page 16" href="http://viewer.zmags.com/publication/30f020a7?page=16"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS often </a> <a title="Unique and Challenging Environments 2013 page 17" href="http://viewer.zmags.com/publication/30f020a7?page=17"> CALL CENTERS can have a profound effect on out</a> <a title="Unique and Challenging Environments 2013 page 18" href="http://viewer.zmags.com/publication/30f020a7?page=18"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS The ne</a> <a title="Unique and Challenging Environments 2013 page 19" href="http://viewer.zmags.com/publication/30f020a7?page=19"> CALL CENTERS An absenteeism rate o</a> <a title="Unique and Challenging Environments 2013 page 20" href="http://viewer.zmags.com/publication/30f020a7?page=20"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Organi</a> <a title="Unique and Challenging Environments 2013 page 21" href="http://viewer.zmags.com/publication/30f020a7?page=21"> CALL CENTERS Call Center Recommendations The </a> <a title="Unique and Challenging Environments 2013 page 22" href="http://viewer.zmags.com/publication/30f020a7?page=22"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS increa</a> <a title="Unique and Challenging Environments 2013 page 23" href="http://viewer.zmags.com/publication/30f020a7?page=23"> CALL CENTERS Opportunities for Advancement: In</a> <a title="Unique and Challenging Environments 2013 page 24" href="http://viewer.zmags.com/publication/30f020a7?page=24"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS </a> <a title="Unique and Challenging Environments 2013 page 25" href="http://viewer.zmags.com/publication/30f020a7?page=25"> CAREGIVERS Caregivers and the Benefits o</a> <a title="Unique and Challenging Environments 2013 page 26" href="http://viewer.zmags.com/publication/30f020a7?page=26"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS O</a> <a title="Unique and Challenging Environments 2013 page 27" href="http://viewer.zmags.com/publication/30f020a7?page=27"> CAREGIVERS regarding emotional needs so that t</a> <a title="Unique and Challenging Environments 2013 page 28" href="http://viewer.zmags.com/publication/30f020a7?page=28"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS </a> <a title="Unique and Challenging Environments 2013 page 29" href="http://viewer.zmags.com/publication/30f020a7?page=29"> MANUFACTURING Fostering Engagement in the </a> <a title="Unique and Challenging Environments 2013 page 30" href="http://viewer.zmags.com/publication/30f020a7?page=30"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS will c</a> <a title="Unique and Challenging Environments 2013 page 31" href="http://viewer.zmags.com/publication/30f020a7?page=31"> MANUFACTURING According to one study of the in</a> <a title="Unique and Challenging Environments 2013 page 32" href="http://viewer.zmags.com/publication/30f020a7?page=32"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Engag</a> <a title="Unique and Challenging Environments 2013 page 33" href="http://viewer.zmags.com/publication/30f020a7?page=33"> MANUFACTURING Furthermore, work areas should b</a> <a title="Unique and Challenging Environments 2013 page 34" href="http://viewer.zmags.com/publication/30f020a7?page=34"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS accoun</a> <a title="Unique and Challenging Environments 2013 page 35" href="http://viewer.zmags.com/publication/30f020a7?page=35"> HOSPITALS Hospitals – A Case Study on the Impa</a> <a title="Unique and Challenging Environments 2013 page 36" href="http://viewer.zmags.com/publication/30f020a7?page=36"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Years </a> <a title="Unique and Challenging Environments 2013 page 37" href="http://viewer.zmags.com/publication/30f020a7?page=37"> HOSPITALS guide includes specific behavioral me</a> <a title="Unique and Challenging Environments 2013 page 38" href="http://viewer.zmags.com/publication/30f020a7?page=38"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS “A</a> <a title="Unique and Challenging Environments 2013 page 39" href="http://viewer.zmags.com/publication/30f020a7?page=39"> HOSPITALS Results: The Outcomes – What Worked </a> <a title="Unique and Challenging Environments 2013 page 40" href="http://viewer.zmags.com/publication/30f020a7?page=40"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS A majo</a> <a title="Unique and Challenging Environments 2013 page 41" href="http://viewer.zmags.com/publication/30f020a7?page=41"> HOSPITALS “Sodexo’s employee engagement sco</a> <a title="Unique and Challenging Environments 2013 page 42" href="http://viewer.zmags.com/publication/30f020a7?page=42"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Employ</a> <a title="Unique and Challenging Environments 2013 page 43" href="http://viewer.zmags.com/publication/30f020a7?page=43"> MILITARY PERSONNEL Improving Morale and Qualit</a> <a title="Unique and Challenging Environments 2013 page 44" href="http://viewer.zmags.com/publication/30f020a7?page=44"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS </a> <a title="Unique and Challenging Environments 2013 page 45" href="http://viewer.zmags.com/publication/30f020a7?page=45"> MILITARY PERSONNEL (27.4%) of this population </a> <a title="Unique and Challenging Environments 2013 page 46" href="http://viewer.zmags.com/publication/30f020a7?page=46"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS conven</a> <a title="Unique and Challenging Environments 2013 page 47" href="http://viewer.zmags.com/publication/30f020a7?page=47"> MILITARY PERSONNEL Recreational Activities: Th</a> <a title="Unique and Challenging Environments 2013 page 48" href="http://viewer.zmags.com/publication/30f020a7?page=48"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS that s</a> <a title="Unique and Challenging Environments 2013 page 49" href="http://viewer.zmags.com/publication/30f020a7?page=49"> REMOTE SITES Remote Site Challenges & Opportun</a> <a title="Unique and Challenging Environments 2013 page 50" href="http://viewer.zmags.com/publication/30f020a7?page=50"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS world </a> <a title="Unique and Challenging Environments 2013 page 51" href="http://viewer.zmags.com/publication/30f020a7?page=51"> REMOTE SITES The following list offers categor</a> <a title="Unique and Challenging Environments 2013 page 52" href="http://viewer.zmags.com/publication/30f020a7?page=52"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS A good</a> <a title="Unique and Challenging Environments 2013 page 53" href="http://viewer.zmags.com/publication/30f020a7?page=53"> REMOTE SITES Occupational & Psychological Stre</a> <a title="Unique and Challenging Environments 2013 page 54" href="http://viewer.zmags.com/publication/30f020a7?page=54"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS The ex</a> <a title="Unique and Challenging Environments 2013 page 55" href="http://viewer.zmags.com/publication/30f020a7?page=55"> REMOTE SITES The workplace of the 21st ce</a> <a title="Unique and Challenging Environments 2013 page 56" href="http://viewer.zmags.com/publication/30f020a7?page=56"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Conclus</a> <a title="Unique and Challenging Environments 2013 page 57" href="http://viewer.zmags.com/publication/30f020a7?page=57"> HIGHER EDUCATION Higher Education Ins</a> <a title="Unique and Challenging Environments 2013 page 58" href="http://viewer.zmags.com/publication/30f020a7?page=58"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS endeav</a> <a title="Unique and Challenging Environments 2013 page 59" href="http://viewer.zmags.com/publication/30f020a7?page=59"> HIGHER EDUCATION be done to alleviate some of </a> <a title="Unique and Challenging Environments 2013 page 60" href="http://viewer.zmags.com/publication/30f020a7?page=60"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Current</a> <a title="Unique and Challenging Environments 2013 page 61" href="http://viewer.zmags.com/publication/30f020a7?page=61"> HIGHER EDUCATION physical well-being. Exercisi</a> <a title="Unique and Challenging Environments 2013 page 62" href="http://viewer.zmags.com/publication/30f020a7?page=62"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS It is </a> <a title="Unique and Challenging Environments 2013 page 63" href="http://viewer.zmags.com/publication/30f020a7?page=63"> HIGHER EDUCATION students’ lists. In fact, whe</a> <a title="Unique and Challenging Environments 2013 page 64" href="http://viewer.zmags.com/publication/30f020a7?page=64"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS for th</a> <a title="Unique and Challenging Environments 2013 page 65" href="http://viewer.zmags.com/publication/30f020a7?page=65"> CONCLUSION Unique & Challenging Envir</a> <a title="Unique and Challenging Environments 2013 page 66" href="http://viewer.zmags.com/publication/30f020a7?page=66"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS organi</a> <a title="Unique and Challenging Environments 2013 page 67" href="http://viewer.zmags.com/publication/30f020a7?page=67"> WORKS CITED Call Center Works: 1 Domán, Uri.</a> <a title="Unique and Challenging Environments 2013 page 68" href="http://viewer.zmags.com/publication/30f020a7?page=68"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS 6 Sim</a> <a title="Unique and Challenging Environments 2013 page 69" href="http://viewer.zmags.com/publication/30f020a7?page=69"> WORKS CITED Hospitals Works: 1 Saha D, Sinha R</a> <a title="Unique and Challenging Environments 2013 page 70" href="http://viewer.zmags.com/publication/30f020a7?page=70"> 2UNIQUE& 0 1 CHALLENGING 3 ENVIRONMENTS Remote S</a> <a title="Unique and Challenging Environments 2013 page 71" href="http://viewer.zmags.com/publication/30f020a7?page=71"> WORKS CITED 9 Whitman, N. A., et al. (1985). </a> <a title="Unique and Challenging Environments 2013 page 72" href="http://viewer.zmags.com/publication/30f020a7?page=72"> OUR MISSION Sodexo’s Innovations 2 Solutions (I S</a>