This book illustrates, through examples specifically from office practice, how communication can be improved. Exercises and checklists provide concrete assistance for implementation in practice. In a secretarial role, targeted communication is essential when it comes to convincing superiors of a new idea, negotiating terms during event planning, or reaching an agreement with colleagues about vacation coverage. To ensure a conversation achieves its intended goal, certain fundamental rules must be observed. These include body language and voice, argumentation techniques, and conversation management. In the second expanded edition, the author also addresses new forms of communication. A practical handbook for anyone looking to communicate successfully in the office.