PART I: THE SHRM STRATEGIC CONTEXT 1. Human Resource Management's Strategic Pressures -- 2. Using a SHRM-Balanced Scorecard as a Strategic Framework -- PART II: DESIGNING CUSTOMER FOCUSED JOBS 3. Defining Competencies and Critical Requirements for a Job -- 4. Engaging Employees in More Productive Ways of Working -- 5. Workforce Forecasting and Planning -- PART III: ALIGNING STAFFING AND PERFORMANCE MANAGEMENT PROCESSES 6. Recruiting a Diverse Workforce -- 7. Aligning Selection Strategies -- 8. Encouraging Employee Development in Reviewing Performance -- PART IV: DEVELOPING AND ENGAGING EMPLOYEES 9. Encouraging Individually-directed Career Development -- 10. Encouraging Competency-based Training and Development -- 11. Reducing Stress and Improving Workplace Health and Safety -- 12. Negotiating a Collective Agreement Using Positional and Interest-based Processes -- 13. Developing a Positive Labour Relations Climate -- PART V: COMPENSATING AND REWARDING PEOPLE 14. Designing Compensation Systems to Respond to Equity Requirements -- 15. Constructing Retirement and Benefits Plans -- 16. Paying for Performance and Recognizing Employees.