Managers have taken their role to the extreme by dictating their demands and strategically organize their own way of running a business.

In today's society everything is run like a well-oiled machine, employees are not robots they have feelings and need to know there self-worth in order to be successful in any business.

As an undercover boss you will be able to work with the employee's in order to let them know you are willing to get your hands dirty as well as gain their respect.

The old saying Employee's that work together stay together as one.
As a manager you want to make yourself available for questions, walking around monitoring is one way to stay on top of it. Besides making yourself available while walking around you are able to monitor the employees and their calls.

 While monitoring managers are able to give the employee's corrective criticism as well as coach them on how they might hand the next call.

They are also able to praise employees for the job they are doing. It's amazing how one Good Job statement can make them feel. Employee's will appreciate having the help at reach as well as the continued coaching there evaluations score's will increase as well as their raises. Having a manger on the floor is a win for the company and employee.
Work and life balance is a daily struggle from setting aside the stress from our personal lives in order to concentrate on the task at hand. Employee's look up to their supervisors for a semiprofessional relationship
Citations and References
There is plenty of information available on citation methods in the Kaplan Writing Center. When in doubt, follow the latest edition of the APA manual and any additional information you get in class.
Citations
The following is an example of a properly formatting citation used within a paragraph in APA. Notice that there are several types of in-text citations which are used in the paragraph below. No one type of citation is best, and the type of citation you choose will depend on your writing and the information you are using or providing:

"Educators have long suggested that having a large contingent of part time workers (in this case faculty) can lead to a bifurcated work force" (Gappa & Leslie, 1997, p. 1). According to Johnson (2006) most part time faculty are either full time faculty at other institutions or have made a professional career out of adjunct work at various institutions.

Faculty therefore have no long term commitment to or from the institution (Maldonado & Riman, 2008). They rarely become part of the community of the institution and therefore, they never become part of the culture of the institution (Bergquist & Pawlak, 2008).

Notice in the above paragraph that several types of citation are used. The first citation is a direct quote which is indicated by the quotation marks. Therefore author last name or names, year and page all go in the parenthetical reference (the part within the parentheses). In the second citation the author is being used in the sentence itself rather than at the end, and therefore author name is outside of parentheses while year is within parentheses. In the third citation there is no direct quote and the information is paraphrased, or put into your own words, and therefore only author names and year is listed. The final citation is the same as the third one in terms of APA rules.
References
An example of a References section is located later this template and shows use of capitalization and use of the hanging indent. Otherwise, the easiest way to do this is to type each reference without worrying about the hanging indent.

Then, when you are finished, select all the references at once (and nothing else) and apply the hanging indent. You may need to check the box in word that keeps it from adding a space between paragraphs (same location as the hanging indent feature) so that you do not have too much space between entries on the reference page). Also remember that ONLY the first word in the title of a book or article should be capitalized unless there is a punctuation mark (period, colon, question mark) within the title. In that case the first word after the punctuation is also capitalized.
Assuming we have now finished the document, you will want to formulate the references page. You would insert a page break after the last sentence in the paper to ensure that the reference page begins on a new page. Notice on the reference page that several types of outside sources are given as examples. Carefully review the use of italics, where they are used (journal name or book name in most cases, and the volume of a journal if there is one) and pay careful attention to the capitalization used in the references.