Beginning Excel by 
Communication at Work by 
Fundamentals of Business: Canadian Edition by 
Professional Communications: Canadian edition by 
Administrative Assistant's and Secretary's Handbook by
From managing the phones, coordinating meetings, and preparing presentations to planning events, crafting clear business communications, and deciphering legal documents, administrative assistants need to be everything to everyone, all the time. Long the gold standard for office professionals seeking to improve their performance and enhance their value to employers, this comprehensive guidebook is the definitive source of information on topics including: Creating graphics, charts, and presentations; Microsoft Word, Excel, Outlook, and Publisher; Web conferencing ; Electronic and paper filing systems; Recordkeeping; Research skills; Travel arrangements; Meeting planning and management; Business math; Computer and software troubleshooting; and much more.
Advanced Excel Formulas by
Enhance and upgrade your Excel knowledge with this comprehensive guide to formulas in Excel. Over 150 of the most useful Excel functions are covered with numerous practical examples of their use. This book is fully updated and includes examples of the most recently released functions in 2022. It is written in a manner that you can read it cover-to-cover or pick it up and learn something new in just 5 minutes. The book begins with a primer on Excel formulas and functions. Starting from a basic level, but diving into intricate detail and building a solid understanding of the fundamentals. It may not always be sexy, but learning why, in addition to how, is important to truly understanding Excel formulas. Having strong fundamentals is the most advanced skill. The book covers all the most popular functions in Excel including VLOOKUP, SUMPRODUCT, COUNTIFS, MATCH, SORT and so much more. You will learn how to return multiple results with a single formula. Harness the power of the dynamic array engine and functions such as SEQUENCE, SORTBY, UNIQUE, XLOOKUP and FILTER to create top N Lists, models and reports that would seem impossible without array formulas. In the final chapter, we discover the amazing LAMBDA function in Excel. Create your own Excel functions to simplify future Excel formulas and share them with others. In this book, the formulas are not only written to return values to the grid, but also for use with other Excel features such as charts and Conditional Formatting, to take them to another level. Practice files are provided to follow all examples shown in the book. What Will You Learn Gain intimate knowledge of Excel formulas Understand efficient and practical use of Defined Names and Tables Master the most popular functions of Excel - VLOOKUP, COUNTIFS, MATCH, SUMPRODUCT, and so much more Learn to return multiple results from a single formula with the magical array formulas. Know the best lookup functions for dynamic spreadsheets Know true power of classic Excel functions such as IF, SUM, and INDEX Use new Excel functions including XLOOKUP, VSTACK, LET, and LAMBDA Who Is This Book For Excel users who are familiar with formulas but want to improve their current skill level
Customer Service Management Training 101 by
Becoming a great customer service manager requires a mastery of skills beyond those needed by frontline employees. Filled with the same accessible, step-by-step guidance as Customer Service Training 101, this user-friendly book shows readers how to develop the skills they need to communicate, lead, train, motivate, and manage those employees responsible for customer satisfaction. Designed for new managers and veterans alike, Customer Service Management Training 101 covers essential topics, including: Planning and goal setting * Time management * Team development * Conflict resolution * Providing feedback * Monitoring performance * Conducting meetings * Managing challenges * Listening * Verbal, nonverbal, and written communication. Readers will learn to identify their personal management style, develop core leadership qualities, and efficiently focus on their own development as managers. Packed with checklists, "real world" practice lessons, and examples of the right and wrong ways to do things, this is the one book every customer service manager needs to thrive.
The Definitive Personal Assistant and Secretarial Handbook by
This new edition of The Definitive Personal Assistant and Secretarial Handbook is the ultimate guide for all management assistants, PAs, secretaries and executive assistants. Placing special emphasis on career development, it provides help and advice on the skills necessary to progress in your career.
Games at Work by
AS LONG AS PEOPLE HAVE WORKED together, they have engaged in political games. Motivated by short-term gains--promotions, funding for a project, budget increases, status with the boss--people misuse their time and energy. Today, when many organizations are fighting for their lives and scarce resources there is increased stress and anxiety, and employees are engaging in games more intensely than ever before. Organizational experts Mauricio Goldstein and Philip Read argue that office games--those manipulative behaviors that distract employees from achieving their mission--are both conscious and unconscious. They can and should be effectively minimized. In Games at Work, the authors offer tools to diagnose the most common games that people play and outline a three-step process to effectively deal with them. Some of the games they explore include: GOTCHA: identifying and communicating others' mistakes in an effort to win points from higher-ups GOSSIP: engaging in the classic rumor mill to gain political advantage SANDBAGGING: purposely low-balling sales forecasts as a negotiating ploy GRAY ZONE: deliberately fostering ambiguity or lack of clarity about who should do what to avoid accountability Filled with real-world, entertaining examples of games in action, Games at Work is an invaluable resource for managers and all professionals who want to substitute straight talk for games in their organizations and boost productivity, commitment, innovation, and--ultimately--the bottom line.
Powerful Phrases for Effective Customer Service by
Let's face it, dealing with customers isn't easy. They aren't always right-or even pleasant-but knowing the right words to use can make all the difference. Powerful Phrases for Effective Customer Service shares over 700 phrases and scripts that have been proven time and again to defuse even the most difficult interactions. Covering 30 challenging customer behaviors and 20 tough employee-caused situations, this indispensible reference makes it easy for readers to assess thecircumstances, find the appropriate response, and confidently deliver satisfaction to every customer. In addition, readers will learn how to incorporate language into their daily routine that communicates welcome, courtesy, rapport, enthusiasm, assurance, regret, empathy, and appreciation. Every chapter includes helpful Do This! sample scenarios that bring the phrases to life as well as Why This Works sections that provide detailed explanations. Practical and insightful, Powerful Phrases for Effective Customer Service ensures that employees will never again be at a loss for words when dealing with customers.
The Role of the Company Secretary : Influence, Impact and Integrity by