Carson, a line manager at an office supply store, is receiving numerous complaints about the cash register operators' inefficiency and poor customer...

Carson, a line manager at an office supply store, is receiving numerous complaints about the cash register operators' inefficiency and poor customer service. He wants to institute a customer service training program for all retail workers as well as retraining on cash register operation for register workers. He doesn't realize, though, that the reason for the decrease in register worker performance is that, while all other workers in the company received a bonus last pay day, these workers didn't. The training goals that Carson has created