Tabla de contenidos provista por Syndetics

• Acknowledgments(p. xiii)
• Introduction(p. xv)
• Part 1 Contributing to the Team Effort
• Chapter 1 Getting on Your Boss's Team(p. 3)
• New Boss(p. 5)
• Finding Out Your Boss's Goals and Priorities(p. 6)
• Gaining Credibility as Your Boss's Representative(p. 8)
• Managing Your Boss's Time(p. 10)
• Being a Good Sounding Board(p. 10)
• Offering Suggestions to Your Boss(p. 12)
• Accepting Blame and Learning from Error(p. 14)
• Pointing Out Your Boss's Mistakes(p. 17)
• Covering Your Boss's Bloopers(p. 18)
• Flagging Your Boss's Accomplishments(p. 19)
• Relaying Complaints and "Scuttlebutt" to Your Boss(p. 19)
• Showing Your Loyalty(p. 21)
• How to Say "No"(p. 22)
• Working for More Than One Boss(p. 24)
• Dealing with Your Boss's Boss(p. 25)
• Socializing with the Boss(p. 26)
• Gifts for the Boss(p. 27)
• How to Treat the Boss's Spouse or Other Relatives(p. 27)
• Dealing with What Irritates the Boss About You(p. 28)
• Dealig with What Irritates You About the Boss(p. 30)
• Handling Conflict with Your Boss(p. 33)
• Defining a Good Relationship(p. 34)
• Chapter 2 Making Your Peers Team Players Without Fouling Out(p. 36)
• Mistakes to Avoid as a Newcomer(p. 37)
• Waiting for Others to Make You Feel Welcome(p. 37)
• Getting in with the Wrong Group(p. 37)
• Whiz-Kid Syndrome(p. 38)
• Laziness(p. 39)
• Negative Opinions(p. 39)
• Cries of "It's Not in My Job Description"(p. 39)
• Flippancy(p. 39)
• Overfamiliarity(p. 39)
• Extracurricular Activities--To Participate or Not to Participate?(p. 40)
• Getting Cooperation from Other Departments(p. 41)
• When to Pull the Boss's Rank(p. 42)
• Offering Favors(p. 44)
• Asking Favors(p. 44)
• Asking for What You Want(p. 44)
• Cultivating People(p. 45)
• Cooperating On a Specific Project(p. 46)
• Working with People You Don't Like(p. 46)
• Cooperating with Other Women(p. 47)
• Small Talk(p. 48)
• How to Say "No" Tactfully(p. 49)
• Refusing Confidential Information(p. 50)
• Suggesting More Efficient Methods(p. 52)
• Competition and Jealousy(p. 53)
• Criticizing Peers(p. 55)
• Receiving Criticism(p. 59)
• Office Affairs(p. 61)
• Etiquette When Lunching, Traveling, Treating, and Generally Shuffling Around the Office(p. 64)
• Lunching(p. 64)
• Traveling(p. 66)
• Deferring to Status(p. 67)
• "Pet" Names(p. 67)
• Telephone Privacy(p. 67)
• Attending Formal Company Functions(p. 68)
• Making Arrangements to Acknowledge the Guest of Honor(p. 69)
• Making a Presentation to a Peer(p. 69)
• Being Guest of Honor(p. 71)
• When You are Promoted Above a Peer(p. 71)
• When a Peer Is Promoted Above You(p. 72)
• Remaining Neutral in Peers' Squabbles(p. 72)
• How to Disagree Without Being Disagreeable(p. 74)
• Resolving Your Own Conflicts(p. 79)
• Chapter 3 Coaching the Team Under Your Supervision(p. 85)
• Hiring(p. 85)
• Planning the Interview(p. 87)
• Conducting the Interview(p. 87)
• Evaluating the Interview(p. 93)
• Decision to Hire(p. 94)
• Welcoming New Employees(p. 94)
• Giving Clear Instructions(p. 96)
• When, What, Why, and How to Delegate(p. 99)
• Improving Productivity(p. 100)
• Getting Feedback from Subordinates(p. 102)
• Countering an Attack by a Subordinate(p. 106)
• Giving Negative Feedback to Subordinates(p. 107)
• Where to Give Negative Feedback(p. 107)
• When to Give Negative Feedback(p. 108)
• How to Give Negative Feedback(p. 108)
• Giving Positive Feedback to Subordinates(p. 112)
• Handling Disputes Between Subordinates(p. 113)
• How to Build Loyalty from Those You Supervise(p. 114)
• Socializing With Subordinates(p. 117)
• Conducting the Formal Performance Appraisal(p. 118)
• Firing(p. 119)
• Chapter 4 Handling "Problem" Personalities Without Jeopardizing Your Productivity(p. 121)
• The Complainer(p. 124)
• The Isolate(p. 126)
• The Do-It-Myselfer(p. 128)
• The Helpless Imposer(p. 128)
• The Superagreeable(p. 130)
• The Know-It-All(p. 131)
• The Flirt(p. 133)
• The Chauvinist(p. 135)
• The Wet Blanket or Cynic(p. 136)
• The Power Seeker(p. 137)
• The Satirist(p. 138)
• The Gossip and Perpetual Visitor(p. 139)
• The Flatterer(p. 141)
• The Staller(p. 141)
• The Kick-Me Kid(p. 142)
• The Braggart(p. 143)
• Chapter 5 Making Meetings Work(p. 146)
• Who Should Attend(p. 148)
• Selecting a Location(p. 149)
• Arranging and Furnishing the Room(p. 150)
• Setting the Meeting Time(p. 151)
• Inviting Attendees(p. 152)
• Canceling When Appropriate(p. 153)
• Preparing the Agenda(p. 154)
• Hosting(p. 155)
• Serving Refreshments(p. 155)
• Delivering Messages(p. 156)
• The Extras(p. 156)
• Minutes(p. 156)
• Helping Your Boss Prepare for a Meeting(p. 157)
• When You're the Leader(p. 158)
• Defining Your Purposes(p. 159)
• Coming to Decisions(p. 161)
• Problem Participants(p. 165)
• Meeting Games You May Have to Mediate(p. 169)
• Evaluating Your Results and Following Up(p. 172)
• Being An Effective Meeting Participant(p. 173)
• Pitching Your Ideas to the Group(p. 175)
• When You Can't Buy Someone Else's Ideas(p. 178)
• Chapter 6 Communication by the Book--A, B, C...(p. 180)
• A Accepting Attitude(p. 181)
• B Bloopers(p. 182)
• C Calling Names(p. 183)
• D Details(p. 184)
• E Expectations(p. 184)
• F Feedback(p. 185)
• G Gossip(p. 187)
• H Humor(p. 188)
• I Inferences(p. 190)
• J Judging(p. 191)
• K Keeping Proper Distance(p. 192)
• L Limp Language(p. 193)
• M Memory(p. 194)
• N Neutral Statements(p. 195)
• O Organization(p. 196)
• P Proper Place and Time(p. 197)
• Q Questions(p. 197)
• R Reflecting Feelings(p. 199)
• S Silence(p. 200)
• T Total Meaning(p. 201)
• U Undivided Attention(p. 202)
• V Voice Tones and Volume(p. 203)
• W Weighing Your Words(p. 203)
• X Exaggeration(p. 203)
• Y Yielding(p. 204)
• Z Zeroing in on Goals(p. 204)
• Part 2 Cooperating with Clients and Customers
• Chapter 7 Callers(p. 209)
• Taking Messages and Keeping Track of Callers(p. 212)
• How to Screen(p. 213)
• Who to Screen(p. 215)
• Transferring Calls(p. 217)
• Crank Callers(p. 218)
• Handling Complaints(p. 219)
• The Long-Winded Caller(p. 221)
• Avoiding Security Leaks on the Phone(p. 222)
• Placing Calls for Your Boss(p. 223)
• Returning Calls You May Not Want to Return(p. 223)
• Getting Through to the "Right" Person(p. 224)
• What You Can and Cannot Accomplish on the Phone(p. 225)
• Chapter 8 Visitors(p. 227)
• Scheduling Appointments(p. 228)
• Refusing an Appointment(p. 229)
• Handling Visitors Without Appointments(p. 230)
• Handling Those Your Boss Doesn't Want to See(p. 231)
• Handling Those Your Boss May Want to See(p. 232)
• To Chat or Not to Chat(p. 233)
• Seeing a Visitor In and Out(p. 234)
• Serving Refreshments(p. 235)
• Telephone Calls for Visitors(p. 236)
• How to Interrupt a Conference(p. 236)
• Helping Your Boss End Appointments Promptly(p. 237)
• Canceling Appointments Due to Emergencies(p. 237)
• Relatives Who Visit(p. 238)
• Accepting and Refusing Gifts from Visitors(p. 239)
• Hosting VIP Visitors for Formal Functions--Extended Visits, Receptions, Parties(p. 240)
• Problem Guests(p. 241)
• Impudent Service People(p. 241)
• Making Introductions, Announcements, or Presentations(p. 242)
• Bringing the Evening to a Close(p. 243)
• Informal Get-Togethers(p. 243)
• When Your Boss Is the Visitor(p. 244)
• Chapter 9 Correspondence(p. 245)
• When to Write Rather than Talk(p. 246)
• The Personal Touch(p. 247)
• The Thinking Process for Effective Writing(p. 252)
• Formats for "Routine" Correspondence(p. 253)
• Apologies(p. 257)
• Appointments(p. 258)
• Confirmations(p. 259)
• Congratulations(p. 260)
• Errors(p. 260)
• Follow-Ups(p. 262)
• Information, Requests for(p. 263)
• Invitations(p. 263)
• "No" Replies(p. 264)
• Records, To Check and Correct(p. 265)
• References, To Request(p. 266)
• References, To Supply(p. 266)
• Solicitations for Financial or Personal Involvement(p. 267)
• Sympathy(p. 267)
• Thank-You's(p. 268)
• Transmittals(p. 268)
• Who is Responsible for Editing?(p. 269)
• Editing for Content, Conciseness, Grammar, and Clarity(p. 271)
• Layout(p. 271)
• Accuracy and Completeness(p. 271)
• First-Choice Words(p. 272)
• Grammar(p. 272)
• Readability and Clarity(p. 273)
• Circumlocutions(p. 273)
• Sexist Language(p. 273)
• Proofreading(p. 274)
• Part 3 Preparing Yourself to Meet the Challenges
• Chapter 10 Creating Your Image(p. 279)
• Secretarial Stereotypes(p. 279)
• Dress(p. 282)
• Mannerisms(p. 283)
• Work Environment(p. 283)
• Borrowing(p. 284)
• Punctuality(p. 284)
• Absenteeism(p. 285)
• Proper Grammar(p. 285)
• Dependability(p. 286)
• Self-Control(p. 287)
• Loyalty(p. 288)
• Goodwill(p. 288)
• Industrious Spirit(p. 289)
• Initiative(p. 289)
• Assertiveness(p. 291)
• Sense of Humor(p. 292)
• Positive Mental Attitude(p. 293)
• Managing Time(p. 295)
• Where You Spend Your Time(p. 296)
• Long-Range, Weekly, and Daily Routines(p. 296)
• Priorities(p. 296)
• Communication with the Boss(p. 297)
• Phone Calls(p. 297)
• Mail(p. 298)
• Errands(p. 299)
• Correspondence(p. 299)
• Dictation/Typing(p. 300)
• Posting Information(p. 300)
• This-Is-How-We-Do-It Records(p. 300)
• Lists(p. 301)
• Proper Equipment(p. 301)
• Grouping Related Activities(p. 301)
• Avoiding the Work-Wait Pattern(p. 301)
• Reading(p. 302)
• Consolidating and Using Discretionary Time(p. 302)
• Prime Time(p. 304)
• Decision-Making/Problem-Solving(p. 304)
• Meetings(p. 304)
• Procrastination(p. 304)
• Chapter 11 Your Future(p. 306)
• Getting Your Boss to Delegate More Responsibility to You(p. 307)
• Letting Your Boss Know You're Ready for Promotion(p. 308)
• How and When to Negotiate a Raise(p. 310)
• Playing Positive Politics(p. 313)
• To Find or Not to Find a Mentor(p. 317)
• Professional Organizations and What They Can Do for You(p. 318)
• Bibliography(p. 320)

Notas de autor provistas por Syndetics

Dianna Booher has published over 37 books and is the founder and CEO of her own training firm, Booher Consultants, Inc. She has worked with 25 of the 50 largest corporations in America and 227 of the Fortune 500 companies. She is a Certified Speaking Professional, a designation held by fewer than 300 professionals the world.

(Bowker Author Biography)