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This book places emphasis on practical procedures for the office. For the tenth edition, every chapter has been updated to include more examples, exercises and pertinent data. It includes coverage of discrimination, time and stress management, office ethics and ergonomics, supervision and leadership, and software applications. ... Read more

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This book shows how to acquire the techniques of dictating. It aims to provide know-how for the executive or professional person in the office, on the road, in hotels or in the home. It also helps people at the receiving end, the supervisor and the audio secretary. The author provides guidelines on how to construct and dictate correspondence, memos and reports. She also discusses ways of combining word processing applications with dictation systems and looks at reasons why dictation equipment can make organizations more productive. ... Read more

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One of six copybooks which are part of a scheme based on the premise that, in order to achieve a flowing, legible hand, the writer should master eight basic patterns which form the foundation of all letter shapes. Also available are a teacher's resource book and three books of photocopy masters. ... Read more

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Amazon.com Review
Secretaries and administrative assistants are, undeniably,responsible for making the wheels of commerce and industry spinsmoothly. The Professional Secretary's Handbook: ManagementSkills by John Spencer and Adrian Pruss, is the rare manual thatactually understands their role and is focused on ways to help themdevelop a repertoire of administrative talents necessary to performthese critical functions even more effectively. A companion volume oncommunication skills, from the same authors, also is available. ... Read more

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Coaching can play a significant role in maximizing employee performance. It can also be instrumental in improving your management performance. Now, with this practical guide, you'll discover the essentials of coaching, including how to do it, when to do it, and why it is necessary in today's business environment. This book also addresses ways to coach employees with special needs, including underachievers, overachievers, and those with disabilities. ... Read more

Customer Reviews (2)

Great overview of Performance coaching
The author has provided a really effective, yet easily understood overviewof performance coaching. Included are many activities, tips, models andother useful tools to help in coaching employees on the job. This is anexcellent resource for self-study or use in a classroom environment.

The coaching fundamental skills
Supervisory roles are changing to match new market demands, specially organizations that have moved froma mechanistic structure to a team structure.For example roles have changed from a directing, dictating and competing behaviors to a more guiding, participating and cooperatingapproaches. A supervisor success depends on the ability to work effectivelythrough people.Similarly, employee's abilities to grow personally andexpand professionally depend on the encouragement of their supervisors. Coaching is defined by Robert W. Lucas as "a simple process used to developemployees through on going one-on-one communication, where supervisors andemployees jointly strive to identify, develop, and reach performancegoals". Where effective coaching does not exist or fail to be continuous,then issues such ashigh turnover, disciplinary and performance problemsariseaffecting the employee/supervisor relationship and the organizationas a whole. By using coaching, you set up a potential win-win environmentfor yourself and for your employees. The major characteristics of aneffective coach are cited:excellent communication/listening skills,technical proficiency, receptivity to feedback, goal orientation and teamplayer mentality.Some of the most common benefits of coaching are areduction on costs and turnover, improved quality and quantity of work,enhanced employee growth, improved problem-solving ability, increasedlikelihood that goals will be reached, and enriched transfer of training.When you have any type of change in your organization then you mustconsider using coaching (For example, a merger, downsizing expansion, orrelocation is ocurring within the organization).One of the changes thatevery organization faces is when a new employee join the team.The initialtaks of greeting and orienting new employees are very important for you todelegate, so ensure that general company orientation and specific work-unitrelated guidance is provided.Another opportunity for coaching is byencouraging employees to strive for more responsibility and potentiallyreplacing you on a temporary or permantent basis.It would help a coach totake vacations, special assignments and even promotions since a qualifiedassociation is ready to step into his/her position.The Coaching ProcessModel (CPM) as a systematic process needed by supervisors when coaching. Eight phases compound this model: 1. Establish Goals 2. Collect PerformanceData 3. Analyze Performance 4. Review and Modify PerformanceGoals as Needed. 5. Identify Developmental Resources 6. Develop an actionplan 7. Implement Strategies 8. Evaluate Performance. Most of the abovetips deal with communication skills, so a solid on-one communication needsto be present.A two-way communication model is described where a sender,message, reciever and feedbak are key elements.If any of these elementsare missing, interpersonal communication can not take place andrelationships will break down.Failure to send a clear message , listencarefully or to provide feedback ends the exchange of information. Feedback is given by written correspondence, verbal communication,non-verbal communication and trappings. When using feedback try to askquestions such as Is this the right time to provide this feedbak? Is thisthe right place? Is this the appropriate person to whom I should give thisfeedback? What is the best way to communicate my message?Giving andreceiving possitive and negative feedback are important to be managed bycoaches so everyone in the organization benefits from it. If you use goodcommunication skills then you would develop sound relationships withemployees, peers and your own boss. What motivated employees thirty yearsago does not always work today.Employees in today's workplace are moreindependent, better educated, more traveled, and less likely to stay in onejob their entire career.That's why a coach needs to identify associates'individual and group "hot buttons" or what inspires them.Once a coachhave determined the factors that affect employeeperformance then canaddress performance gaps.Your focus should be only on performance-relatedissues, and you should refer employees' personal problems to human resoucesor other qualified sources.Employees fail to perform or meet goalsgenerally for the following; 1. They Won't.They are not motivated orthey have a poor attitude (lack of concern for work quality, lowinitiative, and lack of involvement). 2. They Can't. They lack theability, outside factors impede them (co-workers, technology, procedures,policies, etc,) or inadequate supervisory guidance. 3. They Don't Know How. Lack of technical or job knowledge. This book also analyzes the dealingwith superstars. A superstar can be either very helpful or terriblyfrustrating, depending on a number of factors.These are employees whoexceed deadlines, constantly volunteer for additional assignments, helpothers, test your coaching abilities, etc.This sounds excellent ah?Butif their only purpose is to make themselves look good at the expense of youand their team then you have a problem.If this is happening, then putthem in leadership positions (team leaders, coordinators, projectmanagers), expand their job responsabilities, listen them as peer coachesand involve them in decision making... ... Read more

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Explains how to retrieve and evaluate information as well as how to use it effectively in writing reports and making presentations. ... Read more

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The companion text for the third edition of "Health Unit Coordinating" is a series of practice exercises for transcribing handwritten doctor's orders. To facilitate an experimental learning process, the manual includes requisitions and a written version of a computer program to simulate a typical hospital system. The authors have also provided a clinical evaluation section designed to evaluate objectively and record student performance in the clinical setting. A computer program simulating common hospital systems is included to allow students to practice inputting doctor's orders, and handwritten physicians orders' prepare students for the clinical work environment. ... Read more

Product Description
A teacher's resource book which is part of a scheme based on the premise that, in order to achieve a flowing, legible hand, the writer should master eight basic patterns which form the foundation of all letter shapes. Also available are six copybooks and three books of photocopy masters. ... Read more

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This book provides a wealth of practice and text material to help students pass their elementary examinations and prepare for the world of work. ... Read more

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This course will help you master the Microsoft Officesuite. Continue to streamline your work by customizing your work area,working with online features, and presenting information using effectsand animation. By gaining expertise with th e various softwarefeatures in the Microsoft Office 97 Standard Edition, you willbe able to blend multiple applications to deliver professionalresults. ... Read more

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For Office Administration, Procedure, and Management courses. Designed to prepare students for employment in today's office environment, the principles and techniques presented in this text provide students with the essential skills they need to understand basic office procedures, enhance their professional value, and manage their jobs with greater confidence and less frustration. Students become aware that each office worker is a communication link: in person, over the telephone, via computer, and in writing. ... Read more

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Designed to present a basic understanding of legal concepts of the law for legal assistants in training.It is comprised of 17 chapters with 3 parts and includes case law excerpts to call attention to law office procedures. ... Read more

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OCR iTQ is endorsed by OCR for use with the OCR Levels 1 and 2 iTQ qualification. Software demonstrations on the supporting website (www.hodderplus.co.uk/itq) are expanded on in the textbook to provide students with the necessary knowledge and skills. Further tasks and evidence-generating exercises will allow students to practise those skills and create the evidence necessary to prove that they are fully competent, in line with the assessment requirements. ... Read more

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This coaching manual contains ready-to-use sessions for working with individuals or small groups. The material is designed to enable the trainer or coach to help trainees reflect on their experiences, share success, learn from failure and practise new skills and techniques until they're ready to try them out for real. The coaching processes involved in the manual will improve self-awareness and teach your people how to observe behaviour and give and receive effective feedback. The materials can be used to develop: everyone who needs to improve their telephone skills; receptionists and telephone "gatekeepers"; call centre and telephone sales teams; and credit control staff and other specialists. This second volume focuses on outbound calls; the first volume on fundamental telephone skills that we all need, along with the skills for handling inbound customer service and sales calls. ... Read more

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The techniques the listeners hear on this program are easy to implement. They'll not only make the listener more effective on the phone, but more confident and in control of every situation. 2 cassettes. ... Read more