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|Description:||viii, 247 p. : ill. ; 30 cm.|
|Contents:||Unit I: SELF-MANAGEMENT SKILLS 1. Who Are You? Adopting a Positive Attitude: The Desire to be your Best and Do a Great Job Managing your Time and Organizing your Life Achieving Honesty and Integrity Aiming to be Adaptable and Flexible Being Dependable 2. Ready For Work Modeling Business Etiquette Dressing for Success Displaying Good Grooming, Personal Hygiene, and Cleanliness 3. Being the Very Best You Can Be Gaining Energy, Persistence, and Perseverance Vowing to be Drug-Free and Unimpaired Striving for Tolerance Managing Stress Thinking Critically Unit II: INTERPERSONAL SKILLS 4. Being Easy to Deal With Building Trust Showing Empathy, Sensitivity, and Caring 5. Dealing With Others Managing and Resolving Conflict Dealing with Difficult People Valuing Multicultural Competence Answering the Phone and Connecting with Customers Unit III: COMMUNICATION SKILLS 6. How You Present Yourself Speaking Professionally in your Workplace Writing, Grammar, and Spelling 7. Interacting Successfully Listening Actively Communicating with Special Groups of Clients Reading and Speaking Body Language Unit IV: CAREER BUILDING SKILLS 8. Planning for Career Success Setting Goals and Planning Actions Following Rules and Regulations Maintaining Confidentiality and Discretion Keeping Records 9. Enhancing Your Promotability Talking to your Boss, Manager, or Supervisor Taking Accountability Contributing as a Member of the Team Committing to your Profession Unit V: EMOTIONAL SKILLS - MANAGING YOUR EMOTIONS 10. Building Personal Emotional Strengths Building Self Esteem Controlling Anxiety Practicing Patience Strengthening Resilience 11. Managing Your Emotions Separating your Work and Personal Problems Managing Anger and Strong Emotions Exuding Optimism, Enthusiasm, and Positivity Unit VI: GO FORTH AND PROSPER 12. Expect Acceptance Acknowledgements Annotated Bibliography Index|