Download or read book Strategic Staffing written by Jean Phillips and published by SAGE Publications. This book was released on 2019-01-15 with total page 616 pages. Available in PDF, EPUB and Kindle. Book excerpt: Formerly published by Chicago Business Press, now published by Sage Strategic Staffing, 4e prepares all current and future managers to take a strategic and modern approach to the identification, attraction, selection, deployment, and retention of talent. Organizations increasingly realize that their employees are the key to executing their business strategies, and the current competition for talent has made the identification and attraction of high-performing employees essential for companies to succeed in their marketplaces. The right employees give their organization a competitive advantage that sets it apart and drives its performance. In today’s business environment, a company’s ability to execute its strategy and maintain its competitive edge depends even more on the quality of its employees. And the quality of a company’s employees is directly affected by the quality of its recruiting and staffing systems. Because hiring managers are involved in the staffing process, hiring managers and human resources (HR) professionals need to be familiar with strategic staffing techniques. Over the past 10 years, advancing technology and the increased application of data analytics have changed the practices of sourcing, recruiting, and staffing. Strategic Staffing 4e is grounded in research, communicates practical and modern staffing concepts and the role of staffing in organizational performance, and is engaging to read. The new edition contains updates to many sections on the roles of technology and analytics and adds more focus to the discussion of ethics that was added to the fourth edition. New research findings were also incorporated, and many company examples were updated. The fifth edition of Strategic Staffing continues to present up-to-date staffing theories and practices in an interesting, engaging, and easy-to-read format.

Download or read book Supervision in the Hospitality Industry written by John R. Walker and published by John Wiley & Sons. This book was released on 2024-07-02 with total page 421 pages. Available in PDF, EPUB and Kindle. Book excerpt: A thorough, accessible handbook for leadership in a vital industry Supervision in the Hospitality Industry: Leading Human Resources, Tenth Edition, is a comprehensive primer designed for beginning leaders, new supervisors promoted from an hourly job, and students planning for careers in the hospitality industry. Covering each essential aspect of first-line supervision, this market-leading textbook helps readers develop the practical skills and knowledge necessary for effectively supervising hospitality workers at all levels of an organization, including cooks, servers, bartenders, front desk clerks, porters, housekeepers, and janitorial staff. The text's unique approach to leading human resources — combining fundamental leadership theory and the firsthand expertise of hospitality industry professionals — enables readers to master concrete, results-driven leadership methods and overcome the everyday challenges faced in the real world. The Tenth edition covers: The impact of the COVID pandemic, the importance of culinary ethics, DEI considerations, organizational excellence, and much more The importance of recognizing and practicing cross-cultural diversity and interaction A balanced and informed view of management and supervision in the hospitality industry by considering the viewpoints of supervisors and all levels of associates Employee assistance programs A wealth of real-world case studies, illustrative examples, and “Industry Profiles” sections offering perspectives on leadership and supervision issues from hospitality professionals

Download or read book AI in Customer Service Transforming Customer Experience for the Digital Age written by Dizzy Davidson and published by Pure Water Books. This book was released on 2024-08-26 with total page 95 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you struggling to fully understand how AI can revolutionize your customer service? Are you looking for ways to enhance customer interactions and boost satisfaction? Look no further! “AI in Customer Service: Transforming Customer Experience for the Digital Age” is your ultimate guide to harnessing the power of AI to elevate your customer service game. This book provides a comprehensive overview of how AI technologies can be integrated into customer service operations to deliver exceptional experiences. Benefits of Reading This Book: Unlock the potential of AI to automate and streamline customer support. Learn how to personalize customer interactions using AI-driven insights. Discover tools and techniques for sentiment analysis and predictive analytics. Implement AI-powered chatbots and virtual assistants to provide 24/7 support. Enhance security with AI-based fraud detection systems. Expand your reach with multilingual support capabilities. This book is packed with practical examples, case studies, and actionable strategies that will help you understand and apply AI concepts effectively. Whether you’re a business owner, customer service manager, or tech enthusiast, this book offers valuable insights to stay ahead in the digital age. Why This Book is a Must-Read: Comprehensive Coverage From chatbots to predictive analytics, this book covers all essential AI applications in customer service. Real-World Examples to Learn from successful implementations and case studies. Actionable Insights to Get practical tips and strategies to apply AI concepts in your business. Future-Proof Your Skills to Stay updated with the latest trends and technologies in AI. Don’t miss out on the opportunity to transform your customer service with AI! Get your copy of “AI in Customer Service: Transforming Customer Experience for the Digital Age” today and start reaping the benefits of cutting-edge technology. Become knowledgeable about AI and lead your business into the future! Bullet Points 24/7 AI-Powered Support Personalized Customer Interactions Sentiment Analysis Tools Predictive Analytics for Proactive Support Voice and Virtual Assistants Self-Service Portals Fraud Detection Systems Multilingual Support Get this book now to unlock the full potential of AI in customer service and transform your customer experience for the digital age. Become an AI-savvy leader and drive your business to new heights.

Download or read book The Sonata written by Sabrina Ali and published by FriesenPress. This book was released on 2020-11-30 with total page 266 pages. Available in PDF, EPUB and Kindle. Book excerpt: Fate brings people together, and also tears them apart. Can two people survive the tumult of life—family obligations, economic stress, and complicated relationships? An instant attraction sparks when Sophia and Caleb meet as co-workers at Electronic Playzone, but any hopes of a relationship are already dashed: Caleb, only twenty-four, is working to support his two young daughters and his common-law wife. Meanwhile, Sophia dreams of being a writer and going back to school to become a teacher. When Caleb and his wife split, he and Sophia begin to grow close... until financial hardship forces Caleb to move across the country to Toronto, and he loses touch with Sophia. In Caleb’s absence, Sophia begins to fall in love with another man, while striving to fulfil her dreams... but neither pursuit is as straightforward as she had hoped. Told in alternating perspectives, this character-driven story explores Caleb and Sophia’s struggles as they navigate their early adulthood, searching for love, meaning, belonging—and each other. The Sonata: Allegro is the first book of the three-part Sonata Cycle.

Download or read book Cover Letters that Blow Doors Open written by Anne McKinney and published by PREP Publishing. This book was released on 1999 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designed as the comprehensive guide to cover letter preparation, the 272-page book shows examples of exciting and door-opening cover letters. The main section of the book shows cover letters by field and industry. For example, job hunters in the accounting field will find examples of cover letters used to blow doors open in the accounting, banking, and financial community. From aviation, to computer operations, to management, to sales, to transportation, cover letters tailored to specific fields are illustrated which can be used as "models" or "templates" for those involved in a job hunt. But what if a job hunter is changing careers or doesn't need a cover letter targeting a specific field or functional area? There's a section showing examples of all-purpose cover letters, career-change cover letters, cover letters for entrepreneurs, and cover letters for those seeking their first job. For those seeking advice on how to respond to ads, how to handle questions about salary requirements, how to request consideration for multiple job openings in the organization, and how to write letters for special situations, there's a section entitled "Sixteen Commonly Asked Questions About Cover Letters (and Job Hunting)."

Download or read book Customer Escalations Management The Golden Recipe written by Nikolaos Zormpas and published by Nikolaos Zormpas . This book was released on 2022-02-06 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you ready for AMAZING Customer Service & Experience? What about EXCEPTIONAL Service Delivery? Do you want to see your customers returning back Again & Again? If so, then this is the book for you!!! No one likes complaints, especially from customers. What if we look at these complaints differently though, by seeing them as opportunities instead of problems? When customers raise an issue with your business, they're giving you a chance to make it up to them instead of just taking their business elsewhere. It's also a chance to learn what areas in your business may be problematic and need fixing. You should still aim to avoid escalations; nevertheless, your attitude toward them should make all the difference. In Customer Escalations Management: The Golden Recipe, you will discover: ◆ The 8 phrases and words you should never use when dealing with complaints to avoid further aggravating your customers. ◆ How to handle customer complaints seamlessly to ensure no cases get dropped. ◆ Why customer escalations can actually be a boon to your company. ◆ How a company's leaders can significantly improve customer relations, even without being involved in day-to-day customer interaction. And much, much more! No matter how big or small your company is, having a customer escalations management system in place is essential. Following Nikolaos Zormpas' Golden Recipe will prepare your organization to manage customer complaints and escalations for all types of situations, while ensuring customer satisfaction and retention. If you want to reduce stress, frustration, and dissatisfaction for your customers (and your employees), then grab your copy now! Editorial Reviews Review "Your response, when things don't go right for customers, is essential to rebuilding trust and gaining loyalty. From the power of acknowledgement, an apology to the processes needed for great customer escalation management - this book by Nikolaos Zormpas is a must-read, must gift, must implement. Hands down Nikolaos' book will help you rebuild trust and grow customer loyalty." By Jason S Bradshaw, Global Customer Experience Guru, Best Selling Author and Executive -------------------------------------------------------------------------------------- "There are many audiences that can benefit from the systems and wisdom captured in "Customer Escalations Management." Nikolaos does a wonderful job demystifying where negative customer perceptions are likely to come from, and how to address these situations strategically. Implementing the principles in this book are sure to enhance both the Customer and the Employee experience inside of your organization." By Nate Brown, Founder of CX Accelerator -------------------------------------------------------------------------------------- "Nikolaos' book is a must have tool for any company wanting to thrive in customer satisfaction and retention. Make sure to add the ingredients of his golden recipe to your arsenal." By Chip Conley - Founder, Modern Elder Academy -------------------------------------------------------------------------------------- "This book teaches everyone on your team how to be a zero risk to do business with. Every company drops the ball from time to time, the great companies anticipate it, fix it and end up making those customers more loyal as a result." By John R. DiJulius III author of The Relationship Economy -------------------------------------------------------------------------------------- "Nikolaos delivers clear advice and recommended steps to take to ensure customer service responds correctly with his Golden Recipe. I recommend this book to every company wanting to improve its customer satisfaction." By Mike Feldman, Xerox's EVP and President of Americas Operations and Global Document Services -------------------------------------------------------------------------------------- "Nikolaos' Golden Recipe is not just a book...it's a powerful set of actionable tools and advice that any leader aiming for customer excellence can apply." By Jill Griffin, Best Selling Author: Customer Loyalty: How To Earn It, How To Keep It -------------------------------------------------------------------------------------- "This book is a must-read for everyone who wants to thrive at customer service, success and retention. It brings together the required tools and information under a Golden Recipe for success." By Shep Hyken, New York Times bestselling author of The Amazement Revolution -------------------------------------------------------------------------------------- "Nikolaos in his book explains, from the ground to the top, why customers are right even when they're not. He also justifies why clear vision, distributed strategy and on the job training are the secret ingredients of success. A must read and re-read." By Dr. Theodore N. Krintas, Koubaras Ltd Founder & CEO -------------------------------------------------------------------------------------- "I really enjoyed this book. The message is simple, clear and straight to the point. Complaint management is covered from start to finish, with practical no-nonsense advice. The author gives you all the tools to defuse customers frustration and even improve their trust and loyalty toward your brand. A must read for anyone in customer service." By Daniel Lafrenière, Omnichannel Customer Experience Strategist -------------------------------------------------------------------------------------- "Golden recipe is simple to follow, yet incredibly powerful. Nikolaos does an amazing job at showcasing what many would consider to be a bad thing (customer escalating) to be valuable learning moments. Read the book end to end or use chapters as golden nuggets, I would recommend it to anyone who has to deal with customers." By Philippe Mathijs, Founder of Reach Outstanding, Award Winning Global Executive Coach for Leaders and Managers -------------------------------------------------------------------------------------- "All leaders and managers need to read Customer Escalations Management. This well-written, easily accessible book provides powerful and practical tools to develop systems and organizational competencies that will turn service breakdowns into customer experience breakthroughs. When you leverage the power of Customer Escalations Management, your team members and customers will thank you!" By Joseph Michelli, Ph.D. - New York Times #1 Bestselling author of books like Stronger Through Adversity, The Airbnb Way, and The Starbucks Experience -------------------------------------------------------------------------------------- "Customer Escalations Management is a deeply human approach to a less and less humanized world. Nicely written, pleasantly read, it will give you a fresh insight in people dynamics that seal customer interaction." By Artemios Miropoulos, CEO Linkage Greece & Cyprus, Inspirational Speaker, Author: The Nameless King-25 Stories of Leadership from Ancient Greece -------------------------------------------------------------------------------------- "Nikolaos does a really great job of summarising why customers complain, why issues are too often escalated, when that needn't be the case and what businesses can do to deliver more effective levels of customer service and better outcomes for customers." By Martin Newman, The Consumer Champion -------------------------------------------------------------------------------------- "Customer Escalations Management, the Golden Recipe is a book packed with useful tips, dos and don'ts, examples, and warnings. You'll find yourself taking lots of notes and maybe even cringing at some of the books insightful comments about dealing with upset customers, being empathetic, and building the right support processes. All in all, a book that everyone responsible for and supporting customer experience should read and heed!" By Bill Price, President of Driva Solutions -------------------------------------------------------------------------------------- "The essential guide to successfully and profitably resolving escalations in customer support, generously created by customer experience expert Nikolaos Zormpas." By Micah Solomon, Customer service consultant and author of "Ignore Your Customers (and they'll go away)" -------------------------------------------------------------------------------------- "As a Best-selling Customer Experience author, and CX Consultant I will widely recommend Customer Escalations Management to my clients. Author Nikolaos Zormpas takes a smart and practical approach towards turning upset customers into customers for life, that makes this straightforward book a must read for all customer experience and customer service leaders." By Nicholas J Webb, CEO goleaderlogic.com, Author of What Customers Crave, and What Customers Hate

Download or read book Financial Analysis in Pharmacy Practice written by Keith N. Herist and published by Pharmaceutical Press. This book was released on 2011 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: This introductory text covers the basics of accounting and financial management and demonstrates the application of these principles to pharmacy practice. Coverage includes:* the guiding principles of accounting* financial statements, from detailed transactions to summary reports* basics of finance and financial analysis * budgeting and inventory management* pricing goods and services* personal financial management.Case studies, based on realistic examples are used to show how accounting and financial management principles apply to all areas of pharmacy practice. Financial Analysis in Pharmacy Practice is an invaluable resource for graduate students in pharmacy administration and professional pharmacy students, as well as pharmacists in the public and private sectors who wish to be well informed when making financial decisions.Keith N Herist, is Clinical Associate Professor, Clinical and Administrative Pharmacy, University of Georgia College of Pharmacy, USA.Brent L Rollins, is Assistant Professor, Pharmacy Administration, Philadelphia College of Osteopathic Medicine, School of Pharmacy, USA.Matthew Perri III, is Professor, Clinical and Administrative Pharmacy, University of Georgia College of Pharmacy, USA.

Download or read book Undertow written by Nash Hudson and published by WestBow Press. This book was released on 2024-04-26 with total page 364 pages. Available in PDF, EPUB and Kindle. Book excerpt: On the outside it appeared that Nash Hudson, an aspiring cruise director, had his life together. He was overzealous, headstrong, and extremely impatient while fulfilling his desires on his terms first, then demanding that God bless it all. Just as Nash skillfully shaped his next career steps, he was unexpectedly swept away by a current that would divinely reset his career trajectory and ultimately save his life. In this inspirational memoir, Nash reveals how, with his dreams hanging in the balance, he was relocated from his childhood home while suffering from the internalized side effects of fatherlessness, childhood trauma he mistakenly believed was wiped from his memories, and an estranged relationship with God. As he chronicles his experiences, Nash offers a candid glimpse into the world of a broken man who hit rock bottom, discovered God was the rock at the bottom, and embraced the necessary waves of character transformation that would propel him into an unfathomable experience he could have never envisioned. Undertow is the true story of one man’s experiences in unchartered waters as he surrendered rebellion and pride and courageously rode a wave that eventually brought him back home to God.

Download or read book Becoming New Yorkers written by Philip Kasinitz and published by Russell Sage Foundation. This book was released on 2004-08-20 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: More than half of New Yorkers under the age of eighteen are the children of immigrants. This second generation shares with previous waves of immigrant youth the experience of attempting to reconcile their cultural heritage with American society. In Becoming New Yorkers, noted social scientists Philip Kasinitz, John Mollenkopf, and Mary Waters bring together in-depth ethnographies of some of New York's largest immigrant populations to assess the experience of the new second generation and to explore the ways in which they are changing the fabric of American culture. Becoming New Yorkers looks at the experience of specific immigrant groups, with regard to education, jobs, and community life. Exploring immigrant education, Nancy López shows how teachers' low expectations of Dominican males often translate into lower graduation rates for boys than for girls. In the labor market, Dae Young Kim finds that Koreans, young and old alike, believe the second generation should use the opportunities provided by their parents' small business success to pursue less arduous, more rewarding work than their parents. Analyzing civic life, Amy Forester profiles how the high-ranking members of a predominantly black labor union, who came of age fighting for civil rights in the 1960s, adjust to an increasingly large Caribbean membership that sees the leaders not as pioneers but as the old-guard establishment. In a revealing look at how the second-generation views itself, Sherry Ann Butterfield and Aviva Zeltzer-Zubida point out that black West Indian and Russian Jewish immigrants often must choose whether to identify themselves alongside those with similar skin color or to differentiate themselves from both native blacks and whites based on their unique heritage. Like many other groups studied here, these two groups experience race as a fluid, situational category that matters in some contexts but is irrelevant in others. As immigrants move out of gateway cities and into the rest of the country, America will increasingly look like the multicultural society vividly described in Becoming New Yorkers. This insightful work paints a vibrant picture of the experience of second generation Americans as they adjust to American society and help to shape its future.

Download or read book Strategic Staffing written by Jean Phillips and published by SAGE Publications. This book was released on 2023-01-05 with total page 638 pages. Available in PDF, EPUB and Kindle. Book excerpt: Formerly published by Chicago Business Press, now published by Sage Strategic Staffing equips both current and future managers with the knowledge and skills to adopt a strategic and contemporary approach to talent identification, attraction, selection, deployment, and retention. Grounded in research, this text covers modern staffing concepts and practices in an engaging and reader-friendly format. Author Jean Phillips expertly guides students in developing a staffing strategy that aligns with business objectives, accurately forecasting talent needs, conducting thorough job or competency analysis, and strategically sourcing potential recruits. The Fifth Edition includes the effects of the COVID-19 pandemic on staffing needs worldwide, new coverage of staffing-related technologies, and updated examples throughout, providing students with the latest and most relevant knowledge in the field. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don′t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site. Learn more.

Download or read book Digital Influence on Consumer Habits written by Nripendra Singh and published by Emerald Group Publishing. This book was released on 2024-04-23 with total page 205 pages. Available in PDF, EPUB and Kindle. Book excerpt: Readers will learn service quality, peer pressure, online reviewers’ effect in the digital environment to aid in understanding the various risks and challenges involved in the digital environment, with examples of changing business and consumer scenario case studies as a result of Digital Transformation.

Download or read book InfoWorld written by and published by . This book was released on 2000-05-01 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: InfoWorld is targeted to Senior IT professionals. Content is segmented into Channels and Topic Centers. InfoWorld also celebrates people, companies, and projects.

Download or read book A Pointed Death written by Kath Russell and published by Katharine Russell. This book was released on 2010 with total page 356 pages. Available in PDF, EPUB and Kindle. Book excerpt: "When techno whiz Nola Billingsley finds her former employee, an amoral creep who was stealing from startup companies, dead, she doesn't shed tears. But she is determined to sovle the crime, even as she begins falling for the detective assigned to the case. Soon, though, both her life and her love are on the line. With the help of her shorthaired pointer Skootch and the stunning backdrop of San Francisco, Nola unravels a helix of clues to find a murderer. 'A Pointed Death' reinterprets the thriller as never before. Smart, funny, and full of plot twists and turns, 'A Pointed Death' introduces a feisty female heroine solving crimes in the world of high finance, bioscience, and technology." --

Download or read book Real resumes for Students written by Anne McKinney and published by PREP Publishing. This book was released on 2000 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: Instructs college students on presenting their work experiences, from part-time summer jobs to internships, in a professional manner designed to display strengths to future employers.

Download or read book Escape Together s Ultimate Girls Getaway Guidebook written by Thenera Bailey and published by Lulu.com. This book was released on 2009-09-30 with total page 93 pages. Available in PDF, EPUB and Kindle. Book excerpt: This guide will help you through all the steps in planning a great trip regardless of the destination. Inside you will find tools, examples and resources to help you design great travel with any group of friends or family members. If you are looking for the best resource for your next girls-only getaway, then this book will provide you with unique tools and insight. Much of the information can also be used when planning any group getaway not just a getaway with the girls. Perfect to help you plan large family trips, couple getaways and any trip with two or more people.

Download or read book Kinn s The Medical Assistant E Book written by Brigitte Niedzwiecki and published by Elsevier Health Sciences. This book was released on 2022-11-20 with total page 1458 pages. Available in PDF, EPUB and Kindle. Book excerpt: **Selected for Doody's Core Titles® 2024 in Medical Assisting** More than any other product on the market, the most successful Medical Assistants begin their careers with Kinn. Known for more than 65 years for its alignment with national curriculum standards, Kinn's The Medical Assistant: An Applied Learning Approach, 15th Edition teaches the real-world administrative and clinical skills essential for a career in the modern medical office — always with a focus on helping you apply what you've learned. This edition features a new unit on advanced clinical skills and expanded content on telemedicine, infection control related to COVID-19, IV therapy, radiology, rehabilitation, insurance, coding, privacy, data security, and much more. With its approachable writing style appropriate for all levels of learners and a full continuum of separately sold adaptive solutions, real-world simulations, EHR documentation experience, and HESI remediation and assessment, quickly master the leading skills to prepare for certification and a successful career in the dynamic and growing Medical Assisting profession! - Comprehensive coverage of all administrative and clinical procedures complies with accreditation requirements. - Step-by-step, illustrated procedures include rationales and a focus on professionalism. - Electronic health record (EHR) coverage provides access to hands-on activities using SimChart® for the Medical Office (sold separately). - Applied learning approach incorporates threaded case scenarios and critical thinking applications. - Patient education and legal and ethical features at the end of each chapter reinforce legal and communications implications within Medical Assisting practice. - Key vocabulary terms and definitions are presented at the beginning of each chapter, highlighted in text discussions, and summarized in a glossary for quick reference. - NEW! Content aligns to 2022 Medical Assisting educational competencies. - NEW! Advanced Clinical Skills unit features three new chapters on IV therapy, radiology basics, and radiology positioning to support expanded medical assisting functions. - NEW! Coverage of telemedicine, enhanced infection control related to COVID-19, and catheterization. - NEW! Procedures address IV therapy, limited-scope radiography, applying a sling, and coaching for stool collection. - UPDATED! Coverage of administrative functions includes insurance, coding, privacy, data security, and more. - UPDATED! Online practice exam for the Certified Medical Assistant matches 2021 test updates. - EXPANDED! Information on physical medicine and rehabilitation. - EXPANDED! Content on specimen collection, including wound swab, nasal, and nasopharyngeal specimen collections.

Download or read book Kinn s The Clinical Medical Assistant E Book written by Brigitte Niedzwiecki and published by Elsevier Health Sciences. This book was released on 2022-11-22 with total page 1122 pages. Available in PDF, EPUB and Kindle. Book excerpt: **Selected for Doody's Core Titles® 2024 in Medical Assisting** More than any other product on the market, the most successful medical assistants begin their careers with Kinn. Known for more than 65 years for its alignment with national curriculum standards, Kinn's The Clinical Medical Assistant: An Applied Learning Approach, 15th Edition teaches the real-world clinical skills essential for a career in the modern medical office — always with a focus on helping you apply what you've learned. This edition features a new unit on advanced clinical skills and expanded content on telemedicine, infection control related to COVID-19, IV therapy, radiology, rehabilitation, and much more. With its approachable writing style appropriate for all levels of learners and a full continuum of separately sold adaptive solutions, real-world simulations, EHR documentation experience, and HESI remediation and assessment, quickly master the leading skills to prepare for certification and a successful career in the dynamic and growing medical assisting profession! - Step-by-step, illustrated procedures include rationales and a focus on professionalism. - Electronic health record (EHR) coverage provides access to hands-on activities using SimChart® for the Medical Office (sold separately). - Applied learning approach incorporates threaded case scenarios and critical thinking applications. - Patient education and legal and ethical features at the end of each chapter reinforce legal and communications implications within medical assisting practice. - Key vocabulary terms and definitions are presented at the beginning of each chapter, highlighted in text discussions, and summarized in a glossary for handy reference. - Robust Evolve companion website offers procedure videos, practice quizzes, mock certification exams, and interactive learning exercises. - NEW! Content aligns to 2022 Medical Assisting educational competencies, with comprehensive coverage of clinical skills. - NEW! Advanced Clinical Skills unit features three new chapters on IV therapy, radiology basics, and radiology positioning to support expanded medical assisting functions. - NEW! Coverage of telemedicine, enhanced infection control related to COVID-19, and catheterization. - NEW! Artwork focused on assisting with imaging, IVs, and catheters, along with updated equipment photos. - NEW! Procedures address IV therapy, limited-scope radiography, applying a sling, and coaching for stool collection. - EXPANDED! Information on physical medicine and rehabilitation. - EXPANDED! Content on specimen collection, including wound swab, nasal, and nasopharyngeal specimen collections.