We didn't have much time to go over chapter two's content, but we did meet in groups of 5-6 people and discuss some of the topics people had written down. Some of the HR issues that I heard in the group I was in was being able to motivate employees to take responsiblity for their own appearance, language, and conduct, in order to create positive experiences for customers and other employees. One example was that an employee was hired on, and came to work in unappropriate attire, and very crude jokes. This employees would not even hesitate to telling bad jokes or using vulgar language in front of supervisors.
This reminded me of an experience I had at a job once, in which an employee defended his vulgar language by saying it was how he expresses himself, and that no one has the right to tell him how to express himself... Obviously he has a lot to learn about being professional, because regardless of how you express yourself when your on your OWN clock, you are at work, getting paid to satisfy customers of all different types, and vulgar language is offending to a large portion of them.