1.3: Retail/Wholesale Sales and Services 1.4: Health Science 1.5: Communication and Media 1.6: Finance and Accounting Chapter 2: Professional Business Protocol 2.1: Professional Presence: Dressing and Grooming 2.2: Meeting and Greeting 2.3: Interacting at Work 2.4: Business Meals, Business Travel 2.5: Business by Telephone and E-mail Chapter 3: Develop a Customer-First Attitude 3.1: The Importance of the Customer 3.2: Understanding Marketing and Public Relations 3.3: Interacting with Customers 3.4: Managing Customer Complaints 3.5: Interacting with Internal Customers and Suppliers Book Two: The Workplace: Interpersonal Strengths and Leadership Chapter 1: Develop a Standard of Excellence 1.1: Be Well Informed 1.2: Be Responsible, Take Initiative, Make Decisions 1.3: Be Precise 1.4: Develop Personal and Professional Ethics 1.5: Take Pride in Your Work Chapter 2: The Dynamics of Effective Teamwork 2.1: The Importance of Teamwork 2.2: Where Teamwork Starts 2.3: Organizing a Team 2.4: Negotiating and Resolving Conflict 2.5: Working Effectively with Others Chapter 3: Become a Leader 3.1: Understanding Leadership Dynamics 3.2: Modeling Leadership 3.3: Cultivating Trust and Disrespect 3.4: Identifying Leadership Responsibilities 3.5: Thinking Strategically Book Three: The Workplace: Personal Skills for SuccessChapter 1: Establish Values, Goals, and Attitude1.1 Assessing What You Want1.2 Assessing Your Strengths1.3 Setting Your Personal Goals1.4 Setting Your Professional Goals1.5 Setting Your AttitudeChapter 2: Manage Time, Stress, Money, and Yourself2.1 Assessing Your Lifestyle2.2 Managing Your Time2.3 Managing Your Stress2.4 Managing Your Money2.5 Managing YourselfChapter 3:

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