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Paramedics 6-in-1 Handbook
GD Mogli
PART–I: ANATOMY, PHYSIOLOGY, MEDICAL TERMS, AND MEDICAL EXAMINATION AND DIAGNOSTIC TECHNIQUES
1:
Human Body
INTRODUCTION
STRUCTURE OF CELL (FIG. 1.1)
FUNCTIONS OF THE CELL
CELL DIVISION
Mitosis
Meiosis
TISSUE FLUID
TISSUES
Epithelium
Simple Squamous Epithelium
Stratified Squamous Epithelium
Transitional Epithelium
Columnar Epithelium
Ciliated Epithelium
Connective Tissue
Fibrous Tissue
Areolar Tissue
Adipose Tissue
Cartilage
Muscular Tissue
Nervous Tissue
ORGANS
SYSTEMS
BODY CAVITIES (FIG. 1.2)
ANATOMICAL DIVISIONS OF THE BODY (FIG. 1.3)
CLINICAL DIVISIONS OF THE ABDOMEN (FIG. 1.4)
ANATOMICAL DIVISIONS OF THE BACK (SPINAL COLUMN)
PLANES OF THE BODY (FIG. 1.6)
POSITIONAL AND DIRECTIONAL TERMS OF THE BODY (TABLE 1.5)
OBJECTIVES IN STUDYING THE MEDICAL LANGUAGE
Basic Word Structure
ANGLO-SAXON (OLD ENGLISH)
GREECO-ROMAN (GREEK AND LATIN)
ARABIC
MODERN GERMAN
COLORS
NUMERALS
SUFFIXES AND COMPOUNDING ELEMENTS
Diagnostic Suffixes and Compounding Elements
Operative Suffixes and Compounding Elements
Symptomatic Suffixes and Compounding Elements
ROOTS
PREFIXES
COMMON ABBREVIATIONS
2:
Musculoskeletal System
INTRODUCTION
PROPERTIES OF MUSCLE
CHARACTERISTICS OF MUSCULAR TISSUE
MUSCULAR TISSUE
Voluntary or Striated or Skeletal Muscles
Involuntary or Smooth or Nonstriated or Visceral Muscles
Cardiac Muscle
FUNCTIONS OF MUSCLE
DIFFERENT FUNCTIONS OF MUSCLES
INTRODUCTION
FORMATION OF BONE
FUNCTIONS OF BONE
TYPES OF BONE (FIGS 2.3 AND 2.4)
Long Bones
Short Bones
Flat Bones
Irregular Bones
Sesamoid Bones
STRUCTURE AND TERMS USED TO DESCRIBE THE BONES
Bone Depressions
BONES OF DIFFERENT LOCATIONS (TABLE 2.3)
Cranial Bones
Facial Bones
Bones of Vertebral Column
Bones of Thorax, Pelvis and Extremities
Bones of Arm and Hand
Bones of the Pelvis
Bones of the Leg and Foot
JOINTS
Fixed or Synarthrosis or Fibrous Joints
Slightly Movable or Amphiarthrosis or Cartilaginous Joints
Freely Movable or Diarthrosis or Synovial Joints
Varieties of Synovial Joints
BURSAE
MOVEMENTS OF JOINTS
MUSCULOSKELETAL SYSTEM
Origin of Terms
SYMPTOMATIC AND DIAGNOSTIC TERMS
OPERATIVE TERMS
COMMON ABBREVIATIONS
3:
Cardiovascular System
INTRODUCTION
ARTERIES
Important Arteries (Fig. 3.1)
VEINS
Important Veins (Fig. 3.2)
CAPILLARIES
THE HEART
VALVES OF THE HEART
HEART CYCLE OR CARDIAC CYCLE
PULMONARY AND SYSTEMIC CIRCULATION
Systemic Circulation (Fig. 3.4)
Pulmonary Circulation
Portal Circulation (Flow chart 3.1)
BLOOD PRESSURE
THE PULSE
ELECTRICAL CONDUCTION OF THE HEART PULSES
CARDIOVASCULAR DISORDERS
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
COMMON ABBREVIATIONS
4:
Blood and Lymphatic System
INTRODUCTION
BLOOD
PLASMA
ERYTHROCYTES (RED BLOOD CELLS)
LEUKOCYTES (WHITE BLOOD CELLS)
Granulocytes
Agranulocytes
Thrombocytes (Platelets)
BLOOD CLOTTING MECHANISM
BLOOD GROUP
LYMPHATIC SYSTEM
LYMPH NODES (FIG. 4.3 AND TABLE 4.2)
RELATED LYMPHATIC ORGANS
Spleen
Thymus
Tonsils
IMMUNITY
DISORDERS OF THE BLOOD AND LYMPHATIC SYSTEM
Origin of Terms
Diagnostic and Symptomatic Terms
Surgical Procedures
COMMON ABBREVIATIONS
5:
Nervous System
INTRODUCTION
STRUCTURE OF NERVOUS SYSTEM
CENTRAL NERVOUS SYSTEM
Brain
Parts of Brain (Fig. 5.1)
Cerebrum
Cerebrospinal Fluid
Cerebellum (Small Brain)
Pons
Medulla Oblongata
Thalamus and Hypothalamus
Spinal Cord
PERIPHERAL NERVOUS SYSTEM
Spinal Nerves
Somatic Nerves
Autonomic Nerves
Cranial Nerves
NERVOUS SYSTEM
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
COMMON ABBREVIATIONS
6:
Digestive System
INTRODUCTION
ORGANS OF THE DIGESTIVE SYSTEM (FIG. 6.1)
Oral Cavity (Fig. 6.2)
Lips
Cheeks
Palate
Uvula
Tongue
Teeth
Gums
Tonsils
Epiglottis
Salivary Glands
Pharynx
Esophagus
Gastrointestinal Tract
Stomach
Small Intestine
Large Intestine
Rectum
Anus
ACCESSORY ORGANS OF DIGESTION
Liver
Bile
Gallbladder
Pancreas
Functions of Pancreas
METABOLISM
DIGESTIVE SYSTEM
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
COMMON ABBREVIATIONS
7:
Endocrine System
INTRODUCTION
HORMONES
DIFFERENT ENDOCRINE GLANDS PRESENT IN THE HUMAN BODY (FIG. 7.1)
THYROID GLAND
Hormones Secreted by Thyroid Gland and its Functions
Thyroxine (T4) and Triiodothyronine (T3)
Calcitonin
Hyposecretion of the Thyroid Hormone
Hypersecretion of Thyroid Hormone
PARATHYROID GLANDS
Hyposecretion of the Parathyroid Hormone
Hypersecretion of the Parathyroid Hormone
ADRENAL GLANDS
PANCREAS
Hyposecretion of Insulin
Hypersecretion of Insulin
PITUITARY GLAND
Diseases Related to Hypo- and Hypersecretions of Pituitary Glands
Anterior Pituitary Gland
Posterior Pituitary Gland
Pineal Gland (Body)
OVARIES
TESTES
ENDOCRINE AND METABOLIC DISORDERS
Origin of Terms
Symptomatic Diagnostic Terms
Operative Terms
COMMON ABBREVIATIONS
8:
Respiratory System
INTRODUCTION
External Respiration
Internal Respiration
PARTS OF THE RESPIRATORY SYSTEM (FIG. 8.1)
Nose
Paranasal Sinuses
Pharynx
Larynx
Epiglottis
Trachea (Windpipe)
Bronchi
Lungs
Diaphragm
MECHANISM OF EXTERNAL RESPIRATION
Inspiration
Expiration
Process of Internal or Tissue Respiration (Fig. 8.2)
VITAL CAPACITY
FACTORS INFLUENCING THE RESPIRATORY SYSTEM
RESPIRATORY SYSTEM
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
COMMON ABBREVIATIONS
9:
Sense Organs
INTRODUCTION
EYE
Anatomy of the Eye
Iris
Cornea
Pupil
Lens
Ciliary Muscles
Aqueous Humor
Vitreous Humor
Retina
Optic Nerve
Accessory Organs of the Eye (Fig. 9.1)
Eyelids
Eyelashes
Lacrimal Glands
Lacrimal Duct
Lacrimal Sac
Nasolacrimal Duct
Physiology of Eye
EAR
Parts of External Ear
Pinna
External Auditory Meatus
Tympanic Membrane
Eustachian Tube
Parts of Middle Ear
Parts of Inner Ear
Cochlea
Semicircular Canals
Vestibule
Functioning of Ear
SKIN
Structure of the Skin
Epidermis
Dermis
Subcutaneous
Hair
Glands
Sebaceous Glands
Sweat Glands
Nails
TONGUE
NOSE
EYE
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
EAR
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
NOSE AND TONGUE
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
DISORDERS OF THE SKIN
Origin of Terms
Diagnostic Terms
Operative Terms
COMMON ABBREVIATIONS
Ophthalmology
Ear
Dermatology
10:
Excretory System
INTRODUCTION
PARTS OF URINARY SYSTEM
Kidneys
Ureters
Urinary Bladder
Urethra
Adrenal Glands (Suprarenal Glands)
EXCRETION PROCESS OF URINE (FLOW CHART 10.1)
EXCRETORY SYSTEM
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
COMMON ABBREVIATIONS
11:
Reproductive System
INTRODUCTION
MALE REPRODUCTIVE SYSTEM
Testes
Scrotum
Seminiferous Tubule
Epididymis
Vas Deferens
Seminal Vesicle
Ejaculatory Duct
Prostate Gland
Penis
Urethra
SEMEN
FEMALE REPRODUCTIVE SYSTEM
Ovaries
Fallopian Tubes
Uterus
Vagina
External Genitalia
The Breast
Menstrual Cycle
PREGNANCY
Labor and Birth
MALE
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
FEMALE
Origin of Terms
Symptomatic and Diagnostic Terms
Operative Terms
MATERNAL, ANTENATAL AND NEONATAL CONDITIONS
Origin of Terms
General Terms
Diagnostic Terms
Operative Terms
Symptomatic Terms
ANTENATAL
Origin of Terms
Anatomic Terms
Diagnostic Terms
Terms Related to Special Procedure
NEONATAL PERIOD
Origin of Terms
Diagnostic Terms
COMMON ABBREVIATIONS
12:
Oncology
INTRODUCTION
DIFFERENCES BETWEEN THE MALIGNANT AND BENIGN NEOPLASM
CARCINOMAS
SARCOMAS
MIXED TISSUE TUMORS
STAGING
GRADING
CANCER TREATMENT
SURGERY
RADIATION THERAPY
CHEMOTHERAPY
ONCOLOGY
Origin of Terms
Symptomatic and Diagnostic Terms
13:
Psychiatry
INTRODUCTION
PSYCHIATRY DISORDERS
Affective Disorders
Anxiety Disorders
Somatoform Disorders
Disassociate Disorders (Hysterical Neurosis)
Psychosexual Disorders
Transvestism
Exhibitionism
Sexual Masochism
Transsexualism
Fetishism
Voyeurism
Sexual Sadism
Personality Disorders
Antisocial
Passive Aggression
Histrionic
Narcissistic
Paranoid
Delirium
Dementia
Schizophrenic Disorders
Paranoic Disorders
Chronic Alcoholism
Drug Dependence (Substance Induced Disorders)
PSYCHIATRIC DISORDERS
Origin of Terms
General Terms
Diagnostic Terms
Symptomatic Terms
14:
Medical (History and Physical) Examination and Diagnostic Technique
INTRODUCTION
GENERAL REMARKS ON THE HISTORY
Chief Complaint and History of Present Illness
Family History
Social History
Habits
PAST MEDICAL HISTORY: GENERAL
Injuries
Surgical Operations
Chronic Diseases and Disabilities
Allergies
Immunizations
Review of Systems
Head
Eyes
Ears
Nose
Throat
Mouth and Teeth
Cardiovascular
Respiratory
Gastrointestinal
Genitourinary
Neuromuscular
Psychiatric
Skin
GENERAL REMARKS ON THE PHYSICAL EXAMINATION
General Appearance
Examination of the Skin
Examination of Head, Face and Neck
Examination of the Eyes
Examination of the Ears
Examination of the Nose, Throat, Mouth and Teeth
Examination of the Thorax, Breasts and Axillae
Examination of the Heart
Examination of the Lungs
Examination of the Abdomen, Groins, Rectum, Anus and Genitalia
Examination of the Back and Extremities
Neurologic Examination
The Formal Mental Status Examination
Appearance
Sensorium
Activity and Behavior
Method
Thought Content
Intellectual Function
Orientation
Memory
Judgment
Insight
PEDIATRIC HISTORY AND PHYSICAL EXAMINATION
DIAGNOSTIC FORMULATION
GLOSSARY
PART–II: NURSING, ALLIED HEALTH SCIENCES AND DIAGNOSTICS
15:
Nursing Services
INTRODUCTION
DEFINITIONS
Nursing Diagnosis
Nursing Audit
OBJECTIVES
POLICIES
PROCEDURES
Patient Care
Ward Management
Operation Theater Management
Labor Room Management
Psychiatry Unit Management
Postoperative/ICU/Burns Unit Management
Educational
FUNCTIONS
Independent Functions
Dependent Function
PROFESSIONAL NURSING PRACTICE
ORGANIZATION (FLOW CHART 15.1)
JOB RESPONSIBILITIES, QUALIFICATION AND TRAINING AND EXPERIENCE OF NURSING STAFF
Specialized Nursing Fields
Operational Fields of Nursing
DOCUMENTATION OF RECORDS
A List of Medical Record Forms used by Nurses
Approaches to Staff Development Programs
Quality of Nursing Care
Communications
Coordination
Methods of Assigning Nursing Personnel
Public Health Nursing—Functions
Utilization of Nursing Resources
Quality Control
Staff Development
Nurse Decision-making
Standards
Nursing Care Standards
Professional Issues
Negligence
Do it Absolutely Right and Safe
Interdepartmental Relationships of Nursing Services
PERFORMANCE APPRAISALS
PROBLEMS
Note
16:
Pathology
INTRODUCTION
PATHOLOGY AS A MEDICAL SPECIALTY (FIG. 16.1)
Anatomical Pathology
Clinical Pathology
Forensic Pathology
Veterinary Pathology
Plant Pathology
Molecular Pathology
17:
Laboratory Investigation Cookbook
INTRODUCTION
DESCRIPTION OF THE LABORATORY AND RADIOLOGICAL INVESTIGATIONS (SYSTEMWISE)
Blood and Lymphatic System
Musculoskeletal System
Skin
Endocrine System
Cardiovascular System
Respiratory System
Digestive System
Urinary System
Female Reproductive System
Male Reproductive System
Cancer Medicine
SELECTED DIAGNOSIS WITH REQUIRED INVESTIGATIONS
NORMAL VALUES FOR LABORATORY INVESTIGATIONS
URINE INVESTIGATIONS
SEMEN ANALYSIS
CEREBROSPINAL FLUID
VARIATIONS OF INVESTIGATION VALUES WITH NORMAL VALUES AND RESULTING DIAGNOSES
18:
Radiology
INTRODUCTION
X-RAYS
Special Diagnostic Techniques
Fluoroscopy
Contrast Technique
Dye Injection
Imaging
Tomography
Magnetic Resonance Imaging
Mammography
Ultrasonography
Nuclear Medicine
X-RADIATION
Units of Measure and Exposure
Medical Physics
Detectors
Photographic Plate
PHOTOSTIMULABLE PHOSPHORS
Geiger Counter
Scintillators
Image Intensification (Fig. 18.2)
Direct Semiconductor Detectors
Scintillators Plus Semiconductor Detectors (Indirect Detection)
Visibility to the Human Eye
Medical Uses (Figs 18.3 and 18.4)
Shielding Against X-rays
Other Uses (Fig. 18.5)
Other Notable Uses of X-rays
19:
Radiation Therapy
MECHANISM OF ACTION
Dose
Fractionation
EFFECT ON DIFFERENT TYPES OF CANCER
TYPES OF RADIATION THERAPY
External Beam Radiotherapy
Conventional External Beam Radiotherapy
Stereotactic Radiation
Virtual Simulation, Three-Dimensional Conformal Radiotherapy, and Intensity-modulated Radiotherapy
Particle Therapy
Radioisotope Therapy (RIT)
Side Effects
Acute Side Effects
ALLIED HEALTH SERVICES
History
20:
Pharmacology
INTRODUCTION
DRUGS
ADMINISTRATION OF DRUGS
CLASSIFICATIONS OF DRUGS
21:
Pharmacy
PHARMACISTS
Types of Pharmacy Practice Areas (Figs 21.1 and 21.2)
Community Pharmacy
Hospital Pharmacy
Clinical Pharmacy
Compounding Pharmacy
Consultant Pharmacy
Internet Pharmacy
Veterinary Pharmacy
Nuclear Pharmacy
Military Pharmacy
PHARMACY INFORMATICS
ISSUES IN PHARMACY
Separation of Prescribing from Dispensing
FUTURE OF PHARMACY
22:
Physical Therapy
INTRODUCTION
SPECIALTY AREAS
CARDIOPULMONARY
GERIATRIC
NEUROLOGICAL
ORTHOPEDIC PHYSICAL THERAPY
PEDIATRIC PHYSICAL THERAPY
INTEGUMENTARY PHYSICAL THERAPIST
23:
Occupational Therapy
OCCUPATION
OCCUPATIONAL FORM
OCCUPATIONAL PERFORMANCE
Physical Health
Mental Health
Mental Health Inpatient Units
Community-based Practice
NEW EMERGING PRACTICE AREAS FOR THERAPY
OCCUPATIONAL THERAPY APPROACHES
ACTIVITY ANALYSIS
Therapeutic Activity
THEORETICAL FRAMEWORKS
Frames of Reference or Generic Models
Approaches/Intervention Models
UNITED STATES
Education Requirements
Employment
Earnings
CHALLENGES FOR OCCUPATIONAL THERAPY
OCCUPATIONAL THERAPY AND ICF
24:
Optometry
BACKGROUND
HISTORY
25:
Nutrition
OVERVIEW
NUTRIENTS
Carbohydrates
Fiber
Fat
Essential Fatty Acids
Protein
Minerals
Macrominerals
Trace Minerals
Vitamins
Water
OTHER NUTRIENTS
Antioxidants
Phytochemicals
INTESTINAL BACTERIAL FLORA
ADVICE AND GUIDANCE
Governmental Policies
Teaching
HEALTHY DIETS
Whole Plant Food Diet
The French “Paradox”
SPORTS NUTRITION
Protein
Water and Salts
Carbohydrates
MALNUTRITION (TABLE 25.2)
Mental Agility
Mental Disorders
Cancer
Metabolic Syndrome
Hyponatremia
PROCESSED FOODS
HISTORY
PLANT NUTRITION
MACRONUTRIENTS
Calcium
Nitrogen
Phosphorus
Potassium
Silicon
MICRONUTRIENTS
Boron
Copper
Chlorine
Iron
Manganese
Molybdenum
Nickel
Sodium
Zinc
Processes
Malnutrition
Insufficient
Excessive
Unbalanced
26:
Medical Psychology
ABNORMAL
CLINICAL
COGNITIVE
COMMUNITY
COMPARATIVE
COUNSELING
CRITICAL
DEVELOPMENTAL
EDUCATIONAL
EVOLUTIONARY
FORENSIC
GLOBAL
HEALTH
INDUSTRIAL/ORGANIZATIONAL
LEGAL
OCCUPATIONAL HEALTH PSYCHOLOGY
PERSONALITY
QUANTITATIVE
MATHEMATICAL PSYCHOLOGY
SOCIAL PSYCHOLOGY (FIG. 26.2)
SCHOOL PSYCHOLOGY
RESEARCH METHODS (FIG. 26.3)
QUALITATIVE AND QUANTITATIVE RESEARCH
PRACTICE
27:
Medical Social Work
QUALIFICATIONS
Main Article: Qualifications for Professional Social Work
Professional Associations
ROLE OF THE PROFESSIONAL
Types of Professional Intervention
MEDICAL SOCIAL WORKER'S PROFESSION
Role and Required Skills
Challenges
28:
Medical Records
INTRODUCTION
ROLE OF MEDICAL RECORDS IN HEALTH CARE DELIVERY
Health Care Delivery System
Medical Records
Purposes
Medical Records are Important
Responsibility for Medical Records
Functions of the Medical Records Department
Quality Assurance
Conclusion
NEEDS AND MANAGEMENT OF MEDICAL RECORDS DEPARTMENT
STANDARDS FOR MEDICAL RECORDS SERVICES
HOSPITAL'S GENERAL RULES AND REGULATIONS
Legal Aspects of Medical Records
Personal Document
Impersonal Document
Central Medicolegal Committee
Medicolegal Cases Registration
Consent
Release of Information
Confidentiality
Authorized Staff
Release of Information without the Patient's Permission
Quality Assurance
Quality Control
Quantitative Analysis
Qualitative Analysis
Medical Audit
Patient Care Evaluation
Formation of Medical Record Committee
Role of Medical Record Department in Quality Assurance Program
Evaluation of Medical Record Service
Control of Forms
Patient's Property
Laboratory, Radiology (X-ray)
Responsibility for Contents and Maintenance of Medical Records
Contents
Maintenance and Completion
Control of Movement of Records
Emergency Records
Outpatient Records
Inpatient Records
Ward Census
Patient Medical Files Sent to Other Hospitals
Patient Medical Files from Other Hospitals
Registration of Births and Deaths
Newborn (Live Birth)
Multiple Births (Twins/Triplets, etc.)
Stillborn (Dead Born)
Fetal Death
Submission of Birth Notification (Born Alive and Dead)
Submission of Death Notification
Registration of Cancer Patients
Reporting of Infectious Diseases
Issue of Medical Reports and Certificates
Collection of Hospital Statistics
Outpatient Statistics
Emergency Statistics
Inpatient Statistics
Administrative Statistics
Monthly Reports on Hospital Statistics
Preservation of Old Records (Retention Schedule)
Maintenance of Old Records
Retention of Records
Preservation of Records
Imaging System
Computer Application
Financial Charges
Registration and Appointment System
Registration System
Numbering System
Patient Master Index
Appointment Card
Appointment System
Investigation Reports
Outpatient Clinics
Outpatient Clinic Schedule
Accident and Emergency Service
Admission Office
Direct Admission
Declaration by the Patient
Completion of Records
Supply of Records
Registers to be Maintained
Outpatient Register
Accident and Emergency Register
Medicolegal Register
Admission Register
Waiting List Register
Ward Admission and Discharge Register
Operation Register
Anesthesia Register
Birth Register
Death Register
Central Cancer Register
General Instructions
Rights and Responsibilities of a Patient
Rights of a Patient
Responsibilities of a Patient
PERSONNEL REQUIREMENT AND JOB DESCRIPTION
Personnel Requirement
Job Descriptions
Medical Records Officer
Assistant Medical Records Officer
Medical Records Technician
29:
Rights and Responsibilities of a Patient
PATIENT'S RIGHTS
PATIENT'S RESPONSIBILITIES
PART–III: HOSPITAL PUBLIC RELATIONS, MEDICAL SECRETARIAL PROFESSION, COMMUNICATION SKILLS, AND DICTATION AND TRANSCRIPTION
30:
Public Relations
METHODS, TOOLS AND TACTICS
Publics Targeting
Lobby Groups
Spin
Spin Doctors
Meet and Greet
OTHER
Defining the Opponent
Managing Language
Conveying the Message
Front Groups
HOSPITAL OR HEALTH INSTITUTION PR
31:
Medical Secretarial Profession
SUCCEEDING IN THE PROFESSION
PROFESSIONAL DEVELOPMENT
Definition of a Secretary
TOOLS OF THE PROFESSION
Language
Professional Reading
Information Processing
A Professional Manner
COMPETENT SECRETARY
Effective Use of Time
Responsibility and Follow-up
Relationship with Executive
Appropriate Behavior
Alertness to Mistakes
Level of Authority
Accurate Record-Keeping
SECRETARIAL SPECIALTIES
Executive Secretary
Legal Secretary
Medical Secretary
Technical Secretary
Educational Secretary
Secretary in Advertising, Radio and Television, Journalism, and the Arts
Secretary in US Government
Secretary in Travel
SPECIAL EMPLOYMENT SITUATIONS
Temporary Secretary
Part-time Secretary
SECRETARY'S DAY
Time- and Work-Saving Units
FUTURE
MINUTES OF A MEETING
Types of Meetings
Preliminary Duties
Preparing the Minutes
OFFICE MEMORANDUMS
Types of Memos
Interoffice Memorandum
Intraoffice Memorandum
Parts of a Memo
32:
Communication Skills
INTRODUCTION
TELEPHONE TECHNIQUES
Speaking Clearly and Pleasantly
Answering Promptly
Identifying Who is Answering
Identifying Who is Calling
Screening Calls
Handling the Call
Taking Action
Completing the Incoming Call
Limiting Personal Calls
Telephone Dictation
Telephone Reference Materials
Telephone Directories
Street-Address Directories
Desk Telephone Files
Database Files
Assembling Data for Outgoing Calls
Telephone Services
Toll Calls
Appointment Calls
Sequence Calls
Conference Calls
Collect Calls
Overseas Calls
Calls to Ships, Planes, Trains, and Automobiles
Returning Long-Distance Calls
Telephone Record-Keeping
Special Telephone Equipment and Systems
Telephone Answering Services
Telephone Answering Devices
OFFICE MAIL
Electronic Mail Transmission
Facsimile Transmission (Table 32.1)
Incoming Mail
Necessary Supplies
Opening the Mail
Preparation of Mail for Employer
Outgoing Mail
Sources of Mail Information
33:
Dictation and Transcription
INTRODUCTION
TYPES OF DICTATION
In-Person Dictation
Tools
A Dictation Routine
Special Dictation Signals
Machine Dictation
Types of Dictating Machines
Dictating to a Machine
Transcribing from a Machine
Telephone Dictation
TRANSCRIPTION
Becoming Familiar with Standard Formats
Checking Notes and Other References
Transcribing and Preparing the Final Copies
ROUGH DRAFTS
ENVELOPES AND MAILING INSTRUCTIONS
SIGNATURE AND FOLLOW-UP
34:
Brainstorming System—Wide Exercises
INDEX
TOC
Index
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