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Coping with "Ghost Work"

The notion of “ghost work” sounds pretty scary, and for many administrative professionals, it is. Ghost work is the extra work—previously done by colleagues who have been laid off—that surviving employees must take on. Management expert Paul Facella offers some strategies to keep the ghosts at bay.

Create Your Daily "To-Do" List

Tips on how to best use to-do lists.

Companies See Need to Build Analytical Skills in Their Organizations:A

Read about AMA/i4cp study on analytics that showed increasing interest in analytics by companies.

Cultivating Effective Corporate Cultures

What factors influence corporate culture? And how can businesses develop the kind of culture that fosters productivity and profitability? AMA commissioned a study by the Institute for Corporate Productivity to find out....

Customer Focus Is a Strategic Choice

So you say your organization is focused on the customer, and you've got the sound bites and slogans to prove it. But have you made the strategic choice to actually execute a customer-centric approach, or have you simply added a few meaningless words...

Customer Service Excellence Depends on Valued Front-line Employees

How leaders can show front-line workers the respect and appreciation they deserve.

Customer Service Survival Tips

Now, more than ever, the customer is king. The author of a new book, Make It Glow, offers five simple strategies for building customer loyalty during the downturn....

Customers to CEOs: "Can You Hear Us NOW?"

Many customers are finding it more and more difficult to get acceptable levels of service from the companies they do business with-regardless of how much they spend, how long they've been a customer or how profitable they are. Attention, CEO's: this...

Dealing with Fine "Whine"

Why employees whine, how to deal with whiners, and how to prevent whining.

Dealing with the "No-Boss Boss"

What's worse than having a really bad boss? Having a boss who doesn't do anything at all. Gini Graham Scott, Ph.D., dubs this character the "no-boss boss," and she awards him the #1 spot in her book A Survival Guide for Working with Bad Bosses:...