ABSTRACT
This chapter examines the unions' perspective on providing good working conditions, including the relationships between unions and organizations. It considers some of the issues for staff and looks at ways of improving conditions. The chapter also examines the related issues of stress, management style and people issues with observations made from a trade's union perspective that reflects the many comments made on a daily basis by union members in call centre environments. There are widespread concerns that there will be far greater numbers of people with work-related hearing problems in the future. Many of the sector's early (and present-day) problems arose through lack of training. Getting it right therefore requires a shared understanding of the management objectives and the needs of staff. The chapter concludes by suggesting how best practice in career development may contribute to a dynamic approach to technological change in the UK.
