four basic management functions

1. Planning - be proactive
2. Organizing - identify roles and responsibilities for each position, provide training
3. Monitoring - regularly document, review, and monitor performance, resolve performance violations in a timely manner
4. Leading - provide a supportive environment that fosters growth, productivity, and encouragement

Americans with Disabilities Act

1990; provides legislation to help anyone who has a “physical or mental impairment that substantially limits one or more major life activities.”

1. Subject
2. occasion
3. audience
4. place

Guidelines for writing to people for whom English is a second language

• use simple concrete words; avoid abstract words and lengthy words
• use the active voice, with strong verbs and simple verb tenses
• use words consistently (avoid synonyms)
• Avoid slang, puns, abbreviations, and culturally symbolic language
• Use simple sentence construction
• be careful with question marks and ampersands that are used differently in different languages
• keep paragraphs short
• avoid any symbolisms that mean one thing in one culture and another in another

Successful v. Unsuccessful teams

successful teams understand the task, outline what they will do, and assign tasks skillfully

Three main ways to write collaboratively

• the entire group composes together
• one person does all the writing, then everyone else critiques
• assign different parts to different people according to interest, knowledge, ability and time availability

Gantt chart and how is it used

• basically a horizontal bar chart that shows projected completion times and actual completion times.
• can be modified to meet varying project-management needs 
• simple

How PERT is different from Gantt?

• process diagrams and sometimes preferred over Gantt charts for complex projects because they better reveal project sequences, interrelationships, and critical paths
• PERT charts can show more information

Major reasons for meeting failure

• poor planning
• poor management
• poor follow-up

3 Major tracks of activity that occur during meetings

• Task
• Procedure
• Relationship

3 main elements of delegation during a meeting

Four stages teams progress through

• form
• storm
• norm
• perform

the four basic phases of writing

1. Content: determine the info you want to communicate (5W/2H)

2. Organization: arrange the info into an appropriate order/structure.

3. Writing: compose/revise

4. Design: apply appropriate formatting and visual design

three main purposes of most written messages

1. inform

2. persuade

3. build relationships of trust: how do I want the audience to feel?; don’t write in anger, you want people to be on your side

Why should you analyze the audience before you begin writing

• because most people ask “what’s in it for me?” and knowing what they want out of something helps convince them.
• knowing who they are and what they’re like, how they feel about the message, and how they feel about you will help
• helps you know what approach will be suitable for the audience

What is WIFM? Why is it important in writing and speaking to various audiences?

• what’s in it for me?
• cognitive-logical/rational; affective-psychological/emotional; both must be satisfied

What is bottom-up outlining? In what context is it most useful?

• Bottom-up=listing details then the main idea
• useful if the person doesn’t know a lot about the subject, or it’s negative

What is mind mapping? Why might you use it instead of traditional outlining?

• big idea in the center shape, smaller ones coming out of it, then out of them
• allows things to be added in easily, don’t have to fully organize from the get-go; flexibility, random like your mind.

What steps are required to turn a free list into an outline?

categorize the info & sequence the info

What is involved in the process of classifying?

• choose headings - general ideas/categories and put all pertinent ideas under that; then sequence the categories/ideas

Describe the five outline tests

1. Inclusion: presence; given the title or heading of a module, are all appropriate items included?

2. Exclusion: absence; given the title or heading of a module, are all inappropriate items 

    excluded?

3. Hierarchy: horizontal; are the items in the module hierarchically parallel?

4. Sequence: vertical; are the items in the appropriate sequence?

5. Language: wording; are the items in the module grammatically parallel?

How can you fix an exclusion-test problem (outline test 2)?

remove irrelevant parts that should not be under a heading

five key ways to analyze and evaluate communication channels

• richness
• convenience
• speed
• permanence
• cost

What are Aristotle’s three rhetorical strategies

• logos: logic/numbers
• pathos: emotional/remember how you felt when you...
• ethos: ethical/this will benefit everyone in society

Explain positive and negative strategies.

• positive: focuses on benefits to be gained; tangible and intangible
• negative: focuses on what the person might lose; tan/intan

the difference between direct and indirect order

• direct order is for good things; tell the basic part first, then the details; to inform; good news/routine messages
• indirect order is good for if the mind of the reader isn’t prepared for the info; bad news

What are the major differences between informative and persuasive messages

• informative: may include info which defines, describes, classifies, explains, discusses, compares, analyzes, evaluates, illustrates, applies, or instructs; go from known to unknown; often organized around one or more of the 5W/2H factors
• persuasive: generates action; include Aristotle's rhetorical strategies; support arguments with reason/evidence; must address alternative/opposite views and refute them; analysis, evaluation, synthesis (what? so what? now what?); indirect order for difficult persuasion

What do the letters OABC represent

opening, agenda, body, closing

used as a pattern for writing/organizing a report/agenda etc.

What are the four types of agendas

• Quantify: tell the number of key content units
• Identify: specify the subject matter that follows
• Organize: explain the order or arrangement of the following content units
• Symbolize: create a visual mental image

CLOUD

• Coherence: make sure content flows logically; one related idea to the next
• Length: divide long paragraphs; the longer the less likely people will read it
• Organization: generally use a direct approach; add summarizing sentences if needed
• Unity: ensure all sentences refer to the same content introduced in the topic sentence
• Development: give adequate supporting detail about the topic sentence; develop/support the main point of a paragraph in various ways (explanations, illustration, evaluations, applications)

List three different ways to fully develop the key point in a business message.

• explanations: details/logic
• Illustrations: examples/metaphors/stories
• Evaluations: qualitative comparisons

What two main writing factors make readability more difficult

• long sentences
• difficult words

What is the difference between findings, conclusions, and recommendations

• Conclusion: generalized findings
• Recommendations: a forward-looking suggestion
• Findings: what you know, what’s in the body

HATS

• Headings
• art
• typography
• spacing

Legend

explanatory list of the symbols or colors used in a chart

call out

explanatory text placed beside a graphic, with a line going from the explanatory text to the part of the graphic it is explaining

braced heading

major headings over secondary headings

five ways to add contrast to a page

different size, color, placement, number, or direction

Repetition

type, color, object, shape, arrangement

main purposes of the beginning, middle, and closing paragraphs in an employment cover letter

• beginning/opening: explain the purpose for your communication (do an agenda)
• middle: explain how your education, experience, and attributes qualify you for employment with the company (focus your arguments around your agenda)
• closing: Ask for an interview (refer them to your enclosed resume and say you’ll call to request an interview time)

3 guidelines to remember when being interviewed for a job.

1. Do your homework - learn about the company

2. Be prepared and on time

3. Be honest, don’t pretend to be something you’re not!

What is a PAR story? Why are PAR stories so important in interviews?

• Problem-Action-Result stories. 
• highlight your best attributes; make you look better if they ask about a weakness; gives a compelling story to your attributes

What is a behavioral question?

an open ended question that asks how the person acted in a specific situation. May be framed as a business case or problem to be solved. The ideal answer is a PAR story.

1. wide with fewer rows
2. arrange audio-visual stuff so everyone can see you and your visuals

1. memorized
2. manuscript
3. extemporaneous
4. impromptu

1. Attention
2. Need
3. Satisfaction
4. Visualization
5. Action
6. Attention, I need satisfaction, please visualize this action

1. Intensifying (emphasizing)
2. Downplaying

1. Audience must be open to persuasion
2. presenter must have relevant information
3. presenter needs good persuasion skills
4. presenter needs internal capital

1. simplicity
2. including the unexpected
3. explain in concrete terms
4. make it credible
5. arouse emotion
6. tell a story

• making the agenda obvious throughout your presentation
• makes it easier for others to follow what you're talking about

6 words/line

6 lines/page

• value
• color

1. knowledgeable
2. likeable
3. genuine

• Eyes
• Arms

• maintain good eye contact with the audience
• look at your visual for only a second or two
• keep our eyes alive and active
• keep hands at the side when not gesturing (or at your waist)
• bring hands above your waistline to gesture
• match motions and content
• minimize meaningless gesturing

• make sure everyone heard the question
• make sure you understand the question (paraphrase if needed)
• involve everyone in the answer
• invite others to respond
• answer clearly and concisely
• avoid long answers
• move on
• ask if you answered the question
• if you don't know the answer, say so
• use visuals if appropriate

• take a break (audience stretch)
• group activities
• cut it short
• move closer to the audience

• get more energy with variety of voice/gestures
• ask a thought-provoking question
• tell a story, joke, or humorous incident related to the subject
• switch to more interesting, engaging or important info
• involve audience in group activities
• display a visual aid

• move closer to the offending person
• look at the person for a few seconds while talking
• stop talking until they stop talking
• ask the person a question about the topic being discussed

• give an example/metaphor
• define the misunderstood points/terms
• create a visual

• have a backup
• take a moment to fix the problem
• move on without the equipment/adapt

• hit the high points and eliminate supporting info
• give info in more general terms/omit details

• have a dialogue between all presenters
• all presenters give an agenda/give their segment/present and then introduce the next speaker

Contrast

Allignment

Repetition

Balance

Spacing

Richness

Convenience

Speed

Permanence

Cost

• Order (direct/indirect)
• Aristotle's
• Health/Well-being
• Positive/Negative
• Social

1. compose a working title
2. follow an outlines
3. strenthen the content
4. strenthen the writing

• put the paper in the context of the reader
• give background info, justify or give reason for the text
• state who wanted this to be written
• have an attention getter/hook

1. quantify
2. identify
3. organize
4. symbolize

Clear

Coherent

Effective

1. Analysis (What?)
2. Evaluation (So what?)
3. Synthesis (What now?)

• give the most important idea first
• three points are better than a lot
• highlight a few key interpretations
• use visuals
• include imagery, stories, metaphors, concrete examples
• give a name to a proposed idea
• highlight and contrast differences
• repeat key words/phrases
• include info that touches human emotions/values

1. bandwagon evidence
2. either-or-thinking
3. evaluation by association
4. false analogy
5. false causality
6. hasty generalization
7. lack of evidence to the contrary
8. recency persuasion
9. slippery slope
10. tradition
11. anonymous authority

1. Ad hominem
2. Straw man
3. Red herring

1. credibility
2. time
3. wrong conclusions

• bury it
• avoid negative words
• use subjenctive mood
• focus on positive aspects of the message (what you can do)

• opening - tell your purpose for the letter
• middle paragraphs - tell why you're qualified
• closing - ask for an interview

• do your homework
• be prepared and on time
• be sensitive to appearance and body language
• speak confidently, clearly, and fluently
• he honest
• tie your answers to the job requirements
• give compelling answers
• have two or three questions to ask them
• be prepared to answer any suprise questions

• take good notes
• prepare questions in advance
• start with a warm up to put the person at ease
• avoid illegal questions
• use closed and open questions
• use behavioral questions
• be a good listener

1. Understanding
2. Incubation
3. Insight
4. Evaluation
5. Implementation

• study the problem
• enrich knowledge base
• eliminate distractions
• set aside large chunks of time to ponder
• arise early
• utilize alpha sleep state
• keep the problem on your mind

• should be 6-12 people
• members need a good knowledge of the problem
• need to feel free to suggest creative ideas

• think of people
• think of opposites
• think of other professions/occupations
• add more of the same
• delete an element
• think of external factors

1. select group
2. select facilitator
3. selct one/two recorders
4. conduct the brainstorming session

1. Manpower
2. Money
3. Machines
4. Materials
5. Methods

• periodic
• progress
• problem-solving reports
• compliance reports

Message

Media

Messenger

subject

occasion

audience

place

memorize

manuscript

extempoaneous

impromptu

Clear

Valuable

Memorable

Knowledgeable

Likeable

Genuine

1. to divide main clauses joined by a coordinating conjunction
2. after introductory elements
3. to divide items in a series
4. to divide adjacent adjectives
5. to divide nonessential sentence elements
6. in dates
7. to divide elements in a mailing address
8. where needed for clarification

1. to divide two independent caluses not joined by a corrdingating conjunction
2. before a conjunctive adverb that joins two independent clauses
3. to divide sentence elements with internal commas
4. before e.g. and i.e. when there's no other punctuation