AGENCY TELEPHONE PROCEDURES: HOW TO TAKE CALLS by Karen Flaherty Verbal Courtesy Courtesy pays off. It's hard to be mad at someone who's being nice, so be nice! Be generous with ...

AVOIDING THE DANGERS: ITS NO TIME TO TRIP! by John Graham It happened on Thursday after lunch as I ran up five steps to the office holding a cup of coffee. On the second step, I tr...

Paying attention to business is one of the major benefits of a recession. Ford figured it out. So did Starbucks by bringing back the founding CEO, closing nearly 1,000 marginal stores and most significantly introducing their own instant coffee. This could be a brilliant move. While proudly passing up their $4 cup of coffee, we take the instant stuff home and keep a little Starbucks in our lives.

HANDWRITTEN LETTERS - FORWARD TO THE PAST by Jack Burke Writing a monthly column appears much easier than it is! After all, how hard could it be to string 500-600 words together...

QUIET TIME SPEAKS VOLUMES by Grace Bauer Do your employees complain about feeling overworked, never having enough time, or being stressed out from constant interruptions? Fight the madness ...