This text delivers fully relevant, accessible course coverage for comprehensive on-course exam and coursework assignment support as well as preparation. Quick Questions throughout the book consolidate and reinforce knowledge and understanding of the topics, and internet research activities extend students' learning and deliver valuable case study references. End-of-chapter extended response questions provide students with exam-style practice while full colour diagrams, illustrations and information boxes help key facts stick. Chapter 1: Effectiveness in the workplace Chapter 2: Work practices and the modern working environment Chapter 3: Recruiting, developing and supporting staff Chapter 4: Meetings Chapter 5: Effective customer service Chapter 6: The role of information in decision making Chapter 7: The impact of ICT on work practices and management of information Chapter 8: Using ICT to solve business problems