Unit 1 Growing into Office Professional 1
Listening:Secretarial Ethics 1
Speaking:Qualities of Secretary 2
Reading:Role of Secretary 3
Writing:Report 10
Unit 2 Managing Office Work 17
Listening:Secretarial Duties in Office 17
Speaking:Office Equipment 18
Reading:Essential Guide to Office Work 19
Writing:Plan 26
Unit 3 Managing Business Communication 34
Listening:Answering a Phone 34
Speaking:Factors of Communication in an Organization 36
Reading:Ways to Communicate with Clients 36
Writing:E-mail 43
Unit 4 Organizing a Conference 49
Listening:Scheduling Meetings 49
Speaking:Conference Arrangement Tips 50
Reading:Role of the Secretary in a Successful Meeting 51
Writing:Meeting Minutes 58
Unit 5 Managing Business Trips 67
Listening:Business Trips 67
Speaking:Preparations of a Business Trip 69
Reading:Travel Arrangement 70
Writing:Meeting Agenda 77
Unit 6 Hiring and Training Staff 83
Listening:Job Interview 83
Speaking:Training Courses 85
Reading:How to Read a Resume 86
Writing:Job Description 91
Unit 7 Motivating Staff 100
Listening:Staff Appraisal 100
Speaking:Retaining Staff 102
Reading:Strategies to Retain Your Best Employees 103
Writing:Contract of Employment 109
Unit 8 Developing Working Relations 121
Listening:Good Relations at Work 121
Speaking:Rules of Workplace Relations 122
Reading:How to Deliver Exceptional Client Service 124
Writing:Prospectus 130
Unit 9 Building a Good Team 138
Listening:Team Spirit 138
Speaking:Factors in Team Success 139
Reading:What Makes a Good Leader 140
Writing:Speech 147
Unit 10 Improving Corporate Image 155
Listening:Corporate Identity 155
Speaking:Corporate Communication 156
Reading:Establishing Your Company Image 158
Writing:Advertisement 163
Unit 11 Managing Emergency and Crisis 170
Listening:Managing the Crisis 170
Speaking:Top Steps to Manage Crisis 171
Reading:Dealing with Public Relations Crisis 172
Writing:Agreements 178
Unit 12 Finance Managing 186
Listening:Cash-flow 186
Speaking:Financial Statement 188
Reading:Top Bookkeeping Mistakes Made by Small Businesses 188
Writing:Diagrams 195
Bibliography 204
Keys 205