| Part 1: Roles and Responsibilities |
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3 | (4) |
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What Are Your Responsibilities? |
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4 | (1) |
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What Is Your Work Vision? |
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5 | (2) |
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Becoming an Effective Planner |
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7 | (5) |
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8 | (1) |
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9 | (3) |
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12 | (11) |
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Time Management = Productive Work Habits |
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15 | (4) |
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19 | (4) |
| Part 2: Setting Office Guidelines and Procedures |
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Effective Guidelines and Procedures for the Office |
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23 | (12) |
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Required Bulletin Board Notices |
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24 | (1) |
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25 | (1) |
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26 | (2) |
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28 | (1) |
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29 | (2) |
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Preventing Sexual Harassment |
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31 | (4) |
| Part 3: Staffing the Office |
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Key Responsibilities in Staffing |
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35 | (1) |
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EEO Guidelines for Office Managers |
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36 | (3) |
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Promoting Diversity to Improve Morale and Productivity |
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39 | (1) |
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40 | (1) |
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Interviewing Potential Employees |
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41 | (4) |
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Effective Employee Orientation |
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45 | (1) |
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Steps for On-the-Job Training |
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46 | (1) |
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47 | (2) |
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49 | (2) |
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Evaluating Employee Performance |
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51 | (4) |
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Eight Steps for More Effective Performance Appraisals |
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53 | (1) |
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Appraisal Pitfalls to Avoid |
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54 | (1) |
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Discussing Unsatisfactory Performance |
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55 | (6) |
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Handling Poor Performance |
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56 | (1) |
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57 | (4) |
| Part 4: Your Leadership Effectiveness |
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Communicating for Results |
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61 | (5) |
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62 | (3) |
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65 | (1) |
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66 | (4) |
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Giving and Receiving Feedback |
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70 | (2) |
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Making the Most of Phone Conversations |
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72 | (2) |
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Building Successful Teams |
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74 | (3) |
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Conducting Effective Meetings |
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77 | (1) |
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Decision Making and Leadership |
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78 | (3) |
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Creating Win-Win Negotiations |
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81 | (3) |
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Managing Conflict in the Workplace |
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84 | (2) |
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Dealing with Difficult People |
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86 | (2) |
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88 | (5) |
| Part 5: The Importance of Good Customer Relations |
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93 | (1) |
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Understanding Customer Needs |
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94 | (1) |
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Creating a Customer-First Environment |
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95 | (1) |
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96 | (4) |
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Professional Development Review |
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100 | (2) |
| Additional Reading |
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102 | |
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