Say It Right, Write It Right The Secretary's Guide to Solving Business Communications Problems

This versatile and easy-to-use guide hands secretaries the keys to communicating well -- both orally and in writing --- and solves even the most difficult or sensitive problems. Each of its 15 chapters focuses on one type of communication problem or challenge --- from dealing with angry customers to preparing press releases --- and details what to say and do to get the best results. Scores of tested models, checklists, and real life examples are included to save you a tremendous amount of time, work, and trouble.