Sedation exerts an important influence on voice quality. General anesthesia could be an alternative, focusing our attention on monitoring the glottis with a fibrolaryngoscope during the surgical procedure. No sedation at all can also be an alternative.

The retail sector is increasingly important in developed countries. According to the Labour Trend Survey carried out by the Spanish Ministry of Labour in 1998, 10 per cent of the Spanish workforce is employed in retail outlets. This percentage is similar to the average for the EU as shown in EUROSTAT information. The lack of training in this sector is an accepted fact, especially in small businesses run by self-employed retailers. A study on the situation of retailing within the European FORCE Plan reveals a really discouraging panorama since a lack of concern for training has been detected (out of 2,000 questionnaires sent to retailers in Germany, Italy, Portugal and Spain about their needs for training only 2 per cent replied). However, in the case of Spain, the most novel aspect of the 2nd Tripartite Agreement of Continuous Training and the 2nd National Agreement of Continuous Training ± valid from January 1, 1997 to December 31, 2000 ± is the incorporation in the system of new groups of beneficiaries, including the self-employed, who can take advantage of the financial aid given by the government (Beltra Ân, 1997, pp. 52-4).Nevertheless, the increasing competition in the sector has``obliged'' small-sized retailers to opt for training due to their need to be``Jackof-all-trades'', as their tasks cover very different areas (FORCE, 1994, p. 31): management capabilities, specific technical capabilities (sales techniques, logistics etc.), interpersonal skills, computer skills and overall understanding of the economic setting and markets. The problem is that the retailers' investment in training comes across considerable obstacles. Most small and medium-sized retailers have great difficulties in attending training programmes. In addition, retailers are not aware of the need and usefulness of training.The aim of this work is to draw up a series of quality-improving recommendations for the entities and organisms providing training to retailers. These recommendations are based on the perceptions of the retailers ± managers/ owners as well as employees ± who have attended training courses and the importance

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