Written communication is just as important today as it has ever been.

Your work schedule is not truly your own.

Conciseness refers to the arrangement of words and ideas in a logical order.

Time management involves controlling attitudes and emotions at times during the work day.

Standard memorandums are the most common form of communication within an organization.

Your voice can show that you are ready and willing to help.

From the first day on the job, keep notes on your performance, noting particularly how your production has increased and ways in which you are accepting more responsibility.

When transferring a call, the commonly accepted response is, “I will be happy to transfer your call. If we should lose connection, Ms. Wong’s telephone extension is 9876.”

If a caller begins to get ugly with you, it’s quite acceptable to give them the same treatment.

If you are in doubt about responding to a question for which you are uncertain about the answer, an appropriate response is to be honest and say, “I don’t know the answer (or “I don’t have an answer to your question”).”