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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