Business Communication - McGraw-Hill Books

GREGG COLLEGE KEYBOARDING & DOCUMENTPROCESSING (GDP) STUDENT TAKE-HOMESOFTWARE10th EditionBy Scot Ober, Ball University, Jack E. Johnson and Arlene Zimmerly2006ISBN-13: 978-0-07-299792- 7 / MHID: 0-07-299792-3(Details unavailbale at press time)Keyboarding AdvancedGREGG COLLEGE KEYBOARDING & DOCUMENTPROCESSING (GDP), LESSONS 121-180 TEXT10th EditionBy Scot Ober, Ball University, Jack E. Johnson and Arlene Zimmerly2006 / 248 pagesISBN-13: 978-0-07-296343-4 / MHID: 0-07-296343-3Website: http://www.mhhe.com/keyboarding(Details unavailable at press time)Keyboarding & Office TechnologyNEWMedical TranscriptionINTRODUCTION TO MEDICAL OFFICETRANSCRIPTION PACKAGE3rd EditionBy Karonne Becklin and Edith Sunnarborg2007 (January 2006)ISBN-13: 978-0-07-325936-9 / MHID: 0-07-325936-5McGraw-Hill/Glencoe PublicationWebsite: http://www.mhhe.com/MOT3eMedical Office Transcription, 3rd Edition, provides an introductioninto teaching medical transcription. The text/workbookreviews anatomy, medical terminology, symptoms and diseaseconditions, and grammar as it relates to the field of medicaltranscription. The one-semester text can be used independently,self-paced, or in a traditional classroom.NEW TO THIS EDITION• Current AAMT guidelines and formats—chapter 2 and AppendixA.• Updated appendices in abbreviations, drug classifications, laboratory,and HIPAA.Customer ServiceInternational EditionCUSTOMER SERVICEBuilding Successful Skills for the Twenty-First Century3rd EditionBy Robert W. Lucas, Creative Presentation Resources, Inc2005 / 432 pagesISBN-13: 978-0-07-293805-0 / MHID: 0-07-293805-6ISBN-13: 978-0-07-111292-5 / MHID: 0-07-111292-8 [IE]Customer Service, 3/e by Lucas features how-to topics for thecustomer service professional. It covers the concepts and skillsneeded for success in business careers, including listeningtechniques, verbal and nonverbal communication, and use oftechnology. Emphasis is given to dealing with customer serviceproblems and how to handle conflicts and stress. Insightsand tips are also provided for customer service supervisorypersonnel.CONTENTSPART ONE: THE PROFESSION Chapter 1 What Is Customer Service?Chapter 2 Contributing to the Service Culture PART TWO: SKILLSFOR SUCCESS Chapter 3 Positive Verbal Communication Chapter 4Nonverbal Communication in Customer Service Chapter 5 Listeningto the Customer Chapter 6 Customer Service and Behavior Chapter 7Handling Difficult Customer Encounters Chapter 8 Customer Servicein a Diverse World Chapter 9 Customer Service via Technology PARTTHREE: SELF-HELP SKILLS Chapter 10 Managing Your Stress Chapter11 Managing Your Time PART FOUR: ENHANCING CUSTOMERRELATIONSHIPS Chapter 12 Encouraging Customer Loyalty Chapter13 Service Recovery PART FIVE: CUSTOMER SERVICE FOR THETWENTY-FIRST CENTURY Chapter 14 Focusing on the Future• Chapter usage of current drugs, laboratory, and x-ray terms—chapters2-11.• Chapter-related review exercises and transcription—exercises inchapters 1-22; transcription in chapters 2-12.• Chapter-related hints for transcribing medical documents—chapters2-11.• Objectives reflect chapter content.• More word forms, incorporated into more exercises.• Expanded on grammar and punctuation according to AAMT rulesfor office transcription.• Updated format and style guidelines.• More homonyms and sound-alike words and their usage.• Expanded information in appendices including abbreviations, laboratorydata, and x-ray information.FEATURES• Basic anatomy information and diagrams.• Style Tips and Hints for Transcription as they apply to content andtranscription.• Actual doctors’ office dictation.• Text has capability for independent use as well as a classroom setting.135HED 2007 Keyboarding & Office Te135 13510/5/2006 1:29:51 PM