Flows

The International Space Station (ISS programme) is a joint project among five participating space agencies: NASA, Roscosmos, JAXA, ESA, and CSA. The ownership and use of the space station is established by intergovernmental treaties and agreements. The station is divided into two sections, the Russian Orbital Segment (ROS) and the United States Orbital Segment (USOS), which is shared by many nations. As of January 2014, the American portion of ISS is being funded until 2024. Roscosmos has endorsed the continued operation of ISS through 2024 but has proposed using elements of the Russian Orbital Segment to construct a new Russian space station called OPSEK.

Functional Teams Functional teams are composed of organizational members from several vertical levels of the organizational hierarchy who perform specific organizational functions. A typical functional team will have several subordinates and a manager who has authority to manage internal operations and external relationships of a particular department or division of the organization. Accounting, marketing, finance, and human resources are examples of functional work teams. Functional team members usually have different responsibilities but all work to perform the same function of the department.

Manager-Led Teams In a manager-led team, the team members complete the required tasks, but someone outside the team (i.e., a manager) performs the executive functions. There is an inevitable tension between the degree of manager control in a team and the ability of team members to guide and manage their own actions. Manager-led teams provide more control, but they can also hamper creativity and individual expression. The Arts Council of the Albemarle has received a significant gift from a community donor to create a drama workshop for neighborhood youth. As the director of community outreach, Margaret has put together a team to develop the workshop. Among those selected are a program director, a senior program lead, and a program staff member who is studying performing arts at the local university. Margaret assigns each of them specific tasks and responsibilities and creates a schedule for team meetings to discuss progress on the development of the program. She is interested in cultivating a strong relationship with the community donor, and therefore she is very involved in the team’s progress. She meets with the members individually on a regular basis to ensure that all efforts are on target along the way. In effect, Margaret is the team’s manager.

Self-Managed Teams A self-managed team is a group of employees working together who are accountable for most or all aspects of their task. These work teams determine how they will accomplish assigned objectives and decide what route they will take to meet them. They are granted the responsibility of planning, scheduling, organizing, directing, controlling and evaluating their own work process. They also select their own members and evaluate the members’ performance. In this way they share both the managerial and technical tasks. As a result, supervisory positions take on decreased importance and may even be eliminated. Electronic Arts Inc. is a leading global interactive entertainment software company. EA develops, publishes, and distributes interactive software worldwide for video game systems, personal computers, wireless devices, and the Internet. The company’s 2016 revenues were more than $3.5 billion, and it has 8,000 employees in more than 23 countries. Electronic Arts launched internal collaborative communities (i.e., self-managed teams) in 2009 across its globally distributed workforce. Its goal was to gain the efficiencies of a large enterprise without compromising local teams’ autonomy or creativity. The communities formed at EA were empowered to make decisions and to deliver. EA’s communities could recommend the next technology road map or they could change a business process to become more effective or efficient. There were no limits placed on the types of communities within EA. Within the company, the real power of these self-managed teams or communities is to work collaboratively to achieve a common goal – to create a new product or service, improve the effectiveness of a business process, or even to eliminate operational inefficiencies. To achieve its goals and to empower its communities to make decisions, EA explicitly focused on a “light” governance structure that promotes the organic interaction of teams and empowers them to produce a desired business outcome.

today it’s a case before the Supreme Court.

Words alone account for only 7 percent of communication

Home Depot

75 percent of all organizations’ practices, policies, and procedures are shared through grapevine communication.

.

Family and Medical Leave Act of 1993,

Many

the individual can become too preoccupied with meeting goals and distracted from completing tasks

it does have limitations

Autonomy: No one likes to be micromanaged, and having some freedom to be the expert is critical to job satisfaction. Companies usually hire people for their specialized knowledge. Giving specialists autonomy to make the right decisions is a win-win.

should

nondescriminatory

Challenges to Diversity

What Is Diversity?

The business case for diversity is driven by the view that diversity brings substantial potential benefits, such as better decision making, improved problem solving, and greater creativity and innovation, which lead to enhanced product development and more successful marketing to different types of customers.

Homophily.

, which significantly narrows the worldview of the individuals within the organization. Such a tendency reduces all of the potential benefits of diversity and empowers groupthink.

Once the definition of diversity has been decided and its different elements have been prioritized, the organization faces challenges in incorporating different groups.

Contracts

Being nimble (as an organization, that is) by leveraging the strength of diversity is critical to capturing opportunities and dodging external threats.

Diversity also enables hiring of various individuals with diverse skill sets, creating a larger talent pool.

unique

to the organizational development of strategy

c

and

Employees are entitled to

This type of pay has fallen out of favor with many businesses since it emphasizes quantity over quality.

pay

Reading: Terminations

will be required

more akin to

of the performance appraisal

However, a pay raise that is denied is not always the result of a poor review, as economic conditions and other factors dictate the ability of employers to raise their workers’ pay.

is also given

The sharing of feedback by

it will be set

that are expected to be met (or substantially met) by a set time

Or, as some have dared to expose, employers may not care about following instructions, arriving on time, or the ability to get along with others.

If an objective meets these “SMART” criteria, it’s considered a valid dimension by which to measure performance.

for any employee can be validated if they pass the following six tests (also known as the SMART test)

six

A private conference is often scheduled to discuss the evaluation.

Reading: Training and Professional Development

While numerous industries have utilized online sources of continuing education and professional practices for years, until recently educators have relied almost exclusively on internal professional development departments, local education agencies (LEAs), and local colleges and universities to meet the education and hours/units requirements for renewing their state teaching licenses. This has begun to change, though. The economic pressures facing school districts along with the conviction that online professional development can be effective have contributed to growing interest in this option. Rather than replacing traditional sources of professional development, online sources and providers have served to augment existing options by giving access to a greater number of topics and a broader scope to “learning communities.” As teacher performance comes under increased scrutiny, a study conducted by Boston College found that English and math teachers who took professional development courses online improved their instructional practices and boosted their subject knowledge scores, producing modest performance gains for their students. This type of research-based and outcomes-focused study has given credibility to the idea that online professional development can and will serve an important role in supporting the educational goals of the United States Department of Education.

Who Participates and Why? All sorts of people take part in professional development, including teachers, military officers and non-commissioned officers, health-care professionals, lawyers, accountants, and engineers engage in professional development. Individuals may pursue professional development because of an interest in lifelong learning, a sense of moral obligation, to maintain and improve professional competence, enhance career progression, keep abreast of new technology and practice, or to comply with professional regulatory organizations.

A more recent development in job training is the “On-the-Job Training Plan” or OJT Plan. According to the United States Department of the Interior, a proper OJT plan should include the following: An overview of the subjects to be covered; The number of hours the training is expected to take, with an estimated completion date; A method by which the training will be evaluated.

On-the-job training has a reputation for being most effective for vocational work.

It forms the core of apprenticeships and provides the backbone of skill mastery at institutes of technology (also known as technical colleges or polytechnics). These activities are often focused upon, and evaluated against, the job that an individual currently holds.

Examples of such needs are shifts in an organization’s ethics or employee behavior (keeping the employees and organization in alignment),

Regardless of the circumstances, if a company deems training necessary, a method for conducting such training needs to be developed and implemented.

creating a need for a special and highly directed training response

(note that this is not a good reason for ethics training!)

Pfeffer & Viega, Putting People First for Organizational Success, 1998 ↵O'Reilly & Pfeffer ↵Smith G. ↵Janz, 1982 ↵Latham & Saari, 1984 ↵Smith G. ↵Schaefer ↵Smith G. ↵Kulik, 2004 ↵Pfeffer & Viega, Putting People First for Organizational Success, 1998 ↵

Myers Briggs

Technical aptitude is important, but attitude is often more important.

job description

When screening potential employees, managers need to select based on cultural fit and attitude as well as on technical skills and competencies. There are some U.S. companies, such as Southwest Airlines, that hire primarily on the basis of attitude because they espouse the philosophy that you hire for attitude and train for skill. According to former CEO Herb Kelleher, “We can change skill levels through training. We can’t change attitude.”[2]

Online recruitment:

yearlong

create diversity among potential candidates by attempting to reach a wider range of individuals unavailable through internal recruitment

The issue for most Americans is fairness: Should the equal protection clause of the 14th Amendment be used to advance the liberty of one class of individuals for good reasons when that action may infringe on the liberty of another?

For the fifth consecutive year, 24/7 Wall St. identified the nation’s worst companies to work for. 24/7 Wall St. analyzed thousands of employee reviews from jobs-and-career Web site Glassdoor. Based on employee reviews of more than 540, 000 companies, the worst rating any U.S. company received was 2.5 stars out of five, and three companies—Family Dollar Stores, Express Scripts, and Forever 21—received this lowest rating and topped the list of the worst companies to work for.[4]

The provisions of this act forbade discrimination on the basis of sex as well as race in hiring, promoting, and firing.

Race, color, sex, creed, and age are now protected classes.

Today, the EEOC enforces laws that prohibit discrimination based on race, color, religion, sex, national origin, disability, or age

Setting compensation levels to match the market, using benchmarks such as industry standards for a given job function

maintaining a developmental approach to

Maintaining ethical hiring practices and aligning with the regulatory environment

contracts

applicants

Businesses are moving globally and forming more diverse teams. It is the role of human resources to make sure that these teams can function and people are able to communicate cross-culturally and across borders.

In the current global work environment,

Due to changes in business, current topics in human resources are diversity and inclusion as well as using technology to advance employee engagement.

Someone in benefits

focuses on

For example, adoption of the Affordable Care Act may spur the need for more human resources managers, who can help to ensure that company policies are in compliance with regulations.[1]

Appropriate Communication in Business Knowing how to appropriately communicate in a business setting has been complicated by the introduction and use of mobile technology and social media. In addition, some workplaces have adopted a more casual dress code, making it appear that casual communication methods are appropriate. Understanding when and how each form of communication should be used depends on the sender, receiver, and message involved.

Carl Rogers, founder of the “person-centered” approach to psychology, formulated the following five rules for active listening: Listen for message content Listen for feelings Respond to feelings Note all cues Paraphrase and restate

The effort to create a neutral set of terms to refer to heritage and preferences has resulted in a debate over the nature of “political correctness.” Proponents of political correctness see it as a way to defuse the volatile nature of words that stereotyped groups and individuals in the past. Critics of political correctness see its vocabulary as stilted and needlessly cautious. Many companies offer new employees written guides on standards of speech and conduct. These guides, augmented by common sense and courtesy, are solid starting points for effective, respectful workplace communication. Tips for appropriate workplace speech include but are not limited to the following: Alternating the use of “he” and “she” when referring to people in general. Relying on human resources–generated guidelines. Remembering that terms that feel respectful or comfortable to us may not be comfortable or respectful to others.

If you are a specialist speaking to another specialist in your area, jargon may be the best way to send a message while forging a professional bond—similar to the way best friends can communicate in code. For example, an information technology (IT) systems analyst communicating with another IT employee may use jargon as a way of sharing information in a way that reinforces the pair’s shared knowledge. But that same conversation should be held in standard English, free of jargon, when communicating with staff members outside the IT group.

For example, an e-mail from Jill that ends with, “Men, like hens, should boil in vats of oil,” could be interpreted as anti-male if the receiver didn’t know that Jill has a penchant for rhyme and likes to entertain coworkers by making up amusing sayings.

, commodities in business

Going back to our example of Bill. Let’s say he’s in his cubicle on the phone with a supplier. While he’s talking, he hears the chime of e-mail alerting him to an important message from his boss. He’s scanning through it quickly, while still on the phone, when a coworker pokes his head around the cubicle corner to remind Bill that he’s late for a staff meeting. The supplier on the other end of the phone line has just given Bill a choice among the products and delivery dates he requested. Bill realizes he missed hearing the first two options, but he doesn’t have time to ask the supplier to repeat them all or to try reconnecting to place the order at a later time. He chooses the third option—at least he heard that one, he reasons, and it seemed fair. How good was Bill’s decision amid all the information he was processing at the same time?

The following lists some of the criteria that individuals may use when deciding whether to filter a message or pass it on as is: Past experience: Was the sender rewarded for passing along news of this kind in the past, or was she criticized? Knowledge, perception of the speaker: Has the receiver’s direct superior made it clear that “no news is good news?” Emotional state, involvement with the topic, level of attention: Does the sender’s fear of failure or criticism prevent him from conveying the message? Is the topic within his realm of expertise, increasing his confidence in his ability to decode it, or is he out of his comfort zone when it comes to evaluating the message’s significance? Are personal concerns impacting his ability to judge the message’s value? Once again, filtering can lead to miscommunications in business. Each sender translates the message into his or her own words, creating his or her own version of what was said.

Although verbal communication is faster and more natural than written communication, each has its pros and cons. Generally, written communication is better at conveying facts, while verbal communication is better at conveying feelings. Verbal communication has another significant drawback: consider the fact that humans listen much faster than they speak. For example, the average public speaker speaks at about 125 words per minute. Although this sounds natural, the average person can listen at 400 to 500 words per minute. That means that listeners’ minds have time and space to wander, which can impact the effectiveness of verbal communication. (You may have noticed your mind wandering during a class lecture—even if you found the topic interesting.) Written communication requires a good command of the English language, including the rules of grammar and spelling. If you think that business exists solely on quick instant messages and text messages, you might be surprised to learn that they are only a portion of the communication within a company and between the company’s vendors and other partners. Because the nature of written communication is such that it allows time for consideration and composition, the standards for writing are much higher than for a casual conversation. Customers and colleagues alike expect clear, concise written communications with proper grammar and spelling. And because written communication is long lasting—whether on paper or on the Internet—errors or misstatements exist for an irritatingly long time. So whether you are writing a proposal, a presentation, a report, a meeting recap, or a follow-up e-mail, it’s best to take the time to think about your communication and craft it so that it is effective. Consider using the following tips: Be short and sweet. Shorter is always better when it comes to business correspondence. It’s best to include all pertinent facts with concise information. If you write your communication with the receiver in mind, it will be easier to make it shorter and more effective. Grammar, please. Sentences should be structured correctly and use proper grammar, including a subject and a verb in each sentence. Business correspondence should always include uppercase and lowercase letters and correct punctuation.[28] If writing is not your strong suit, visit your campus student services office or learning center to provide information about upcoming writing clinics and access to other tools that can help improve your writing skills. Check spelling. Use the spell-check tool on your computer. There is no excuse for a misspelled word. Text abbreviations are not acceptable in business correspondence. Read before you send. Reread your document or electronic communication before it goes out. Is everything complete? Is it clear? Is it something you will be proud of days or weeks later? Take the extra time to review before you send. It’s difficult to revise a communication as revisions cause confusion. Just the facts. Stick to the facts to maximize the impact of your written communications; leave the emotional topics for verbal dialogue. For example, send an e-mail to confirm meeting time, date, and location; use a verbal communication for the content of the meeting to be discussed, such as a negotiation.

Here are some tips to remember about your body language to be sure you are sending the right nonverbal message to your customer or interviewer. Make eye contact with the person to whom you are speaking. Eye contact avoidance can be distracting and can prevent you from establishing a relationship as shown in this video. Smile when you meet someone and throughout the conversation. A smile is a positive response to another person and has a significant impact on how people perceive you. A smile can break the ice and help you start a conversation. Dress for success at all times, which means always dressing appropriately for the situation. TheSelling U section in this module covers how to dress for an interview. But it’s best to keep in mind that even after you get the job you want, it’s a good idea to dress a little better than the position. Even in very casual work environments, what you wear is a nonverbal communication about who you are. If you don’t dress for the next promotion, chances are you won’t be considered for it. Be aware of the company policy and dress code, and if in doubt, dress more conservatively. Written Communication Although verbal and nonverbal communications usually take place in real time, written communication has a longer consideration period. The sender must encode the message in words to be communicated on paper or a screen. Business reports, proposals, memos, e-mails, text messages, Web sites, blogs, wikis, and more are all examples of written communication. Each of them is created over a period of time and can include collaboration from multiple people. Collaboration is especially important for communicating, planning, and creating documents so many people use tools such as wikis to share documents.

body language

Verbal Communication An introduction, a presentation, a telephone conversation, a videoconference call: these are all examples of verbal communication because information is transmitted orally. Despite the ubiquitous use of technology in the business world, verbal communication is the most common method of exchanging information and ideas. Verbal communication is powerful, fast, and natural and includes voice inflections that help senders and receivers understand the message more clearly. The downside to verbal communication is that once it is spoken, the words are essentially gone; they are preserved only in the memory of those present, and sometimes the memories of the specific words spoken vary dramatically. The he-said-she-said argument is an example of this. No one really knows who said what unless the words are recorded. Recall is rarely exactly the same between two or more people. Voice inflection, the verbal emphasis you put on certain words, can have a significant impact on the meaning of what you say. In fact, the same words can take on completely different meaning based on the inflection you use. For example, if you say the sentence “I borrowed your book” with an inflection on a different word each time, the sentence communicates something completely different each time. Verbal communication may take place face-to-face, such as an in-person conversation or group meeting, speech, or presentation. It could also take place by phone in an individual conversation, a conference call, or even a voice mail. Other forms of verbal communication include video conferences, podcasts, and Webinars, which are increasingly common in business. All these methods allow you to use inflection to communicate effectively. Face-to-face meetings also provide the opportunity to use and interpret other visual cues to increase the effectiveness of your communication. Verbal communication is especially important throughout the steps of the selling process. Your choice of words can make the difference in someone’s decision to first hear your sales presentation, and your presentation can determine whether that person will purchase your product or service. Nonverbal Communication Imagine that you are in a retail store buying a suit for an interview. When the salesperson approaches you, she smiles, makes eye contact, and shakes your hand. You respond positively. You notice that she is dressed professionally, so she makes you feel as if you will receive good fashion advice from her. When you make your choice, the tailor comes over wearing a tape measure around his neck. You know he is a professional and you can trust him to alter your new suit properly. On the other hand, if the salesperson waits on you only after you interrupt her personal phone call, doesn’t make eye contact or shake your hand, acts as if she is bored being at work, and is dressed in worn jeans and flip-flops, it’s unlikely that you trust her to help you choose your suit. You have, no doubt, used and noticed nonverbal communication in virtually every personal encounter you have had. Think about it: A gesture, a smile, a nod, eye contact, what you are wearing, the fact that you are frequently checking your cell phone for text messages, and how close you stand to someone are all examples of nonverbal communication. Nonverbal communication is extremely powerful. In fact, some studies indicate that the influence from nonverbal communication such as tone and visuals can have a greater impact than the spoken words. Dr. Albert Mehrabian, a famed psychologist and professor emeritus of psychology at University of California, Los Angeles, is considered a pioneer in the area of body language and nonverbal communication. His research includes an equation, called the Mehrabian formula,[18] that is frequently used to define the relative impact of verbal and nonverbal messages based on experiments of communication of feelings and attitudes. Dr. Mehrabian developed the formula shown below, in Figure 3, to define how communication takes place: Figure 3. The Mehrabian Formula The Mehrabian formula is used to explain situations in which verbal communication and nonverbal communication do not match. In other words, when facial expressions contradict words, people tend to believe the facial expressions.[19] Types of Nonverbal Communication Handshake Body language Gestures Nodding or shaking your head Eye contact (or lack of eye contact) Eye roll Facial expressions Touch Space or proximity Dress Multitasking (e.g., texting while listening to someone, earphones in ears while working) Your Handshake Says It All In some countries, you might bow when you meet someone; in others you might kiss; but when you meet someone for a business meeting in the United States, it’s best to shake hands.[20] Although fist bumps and high fives may be trendy as friendly greetings, neither is appropriate in a business setting. The exact history of the handshake is unknown; however, at one time it was used as method to prove that you had no weapons in your hands.[21] A good handshake is essential in business; it is the first nonverbal cue that you give to the person with whom you are meeting. It’s so important to have a good handshake that a recent study conducted at the University of Iowa showed that during mock interviews, those students who scored as having a better handshake were also considered more hirable by interviewers. According to Greg Stewart, a business professor who conducted the study said, “We found that the first impression begins with a handshake and sets the tone for the rest of the interview.”[22] Do you think you have a good handshake? Believe it or not, it’s worth practicing your handshake. Here are five tips for a good handshake: Extend your right hand when you are approximately three feet away from the person with whom you want to shake hands.[23] Keep your wrist straight and lock hands connecting your hand with the same part of the other person’s hand.[24] Apply appropriate pressure; don’t crush the person’s hand. Shake up and down three or four times.[25] Avoid the “wet fish” handshake.[26] This is where practice is really important. The more you shake hands, the less nervous you will be. Smile and make eye contact.[27] This is your opportunity to use multiple types of nonverbal communication to get your meeting or interview off to a good start. Body Language Do you use your hands when you talk? If so, you are using body language to help make your point. But body language includes more than talking with your hands. Body language is what we say without words; nonverbal communication using your body includes elements such as gestures, facial expressions, eye contact, a head tilt, a nod, and even where and how you sit. Body language can indicate an unspoken emotion or sentiment that a person might be feeling either consciously or subconsciously. Body language can indicate if you are listening to someone and are engaged in what he is saying, disagreeing with him, or getting bored. (You might want to think twice about the body language you are using in class.) It’s important that you are aware of what you communicate with your body language and to understand and respond to the cues you are getting from someone else’s body language. Crossed arms: discomfort Spreading fingers: territorial display Mirroring (i.e., mimicking your body position to another’s): comfort Drumming or tapping fingers: frustration Hands on hips: there is an issue Hands behind the back: “leave me alone” Hands clasped, thumbs up: positive Thumbs down: don’t like Hands clasped with fingers forming a steeple: confidence Touch neck: insecurity Crossed legs: comfort Glancing at watch: concerned about time or bored Body language is not just an interesting topic to consider; it’s a proven science that can help you improve your communication.

You’ve probably noticed that both people and brands communicate the same message multiple times and usually in multiple ways. Creative repetition is key to successful communication. Think about the advertising Pepsi ran when it launched its new logo in early 2009; you most likely saw the television commercial during the Super Bowl, noticed a billboard in a high-traffic area of a major city, received an e-mail, saw banner ads on the Internet, reviewed the commercial on YouTube, and saw the new logo on the packaging. Pepsi’s ad campaign illustrates the “three-times convincer” concept, which claims that 80 percent of people need to be exposed a message three times to buy into it, 15 percent need to be exposed to it five times, and 5 percent need to be exposed to it up to twenty-five times.[17] You may have seen the message so many times that it’s hard to remember what the old logo even looked like.

Use active listening. Confirm that you heard the sender correctly by saying something like, “Just to be sure I understand, we are going to move forward with twelve cases for your initial order, then revisit your inventory in five days.” Review the communication model above and take notice of the importance of decoding. If you decode a message from your customer incorrectly, the communication is ineffective and could even be costly. In the example above, the customer might have said in response, “I meant that the initial order should be five cases, and we’ll revisit the inventory in twelve days.” That’s a big difference. Ask questions. Questions are a way to gather more information and learn about your customer and their business. They are also an excellent way to demonstrate that you are communicating by listening. Asking the right questions is critical to being successful. Focus on listening and asking the right questions, and you’ll be rewarded with great information. Focus. Although multitasking has seemingly become a modern virtue, focus actually helps create more effective communication. Stop and focus on your customer when he is speaking. This is a sign of respect, and this concentration allows you to absorb more information. Take notes to remember exactly what you discussed. There’s nothing more important than what your customer has to say.[15] Take notes. While it may seem like you will remember everything that is said at a meeting or during a conversation, taking notes signals that you are listening, and it provides you with an accurate record of what was said. “The palest ink is better than the best memory.”[16]

Getting the answers to the following simple questions will save time and confusion throughout your relationship and help ensure good communication: How do you prefer to receive regular communication (e-mail, text, phone, in person, hard copy)? What can I expect as a standard turnaround time for response to questions and issues? How do you prefer to receive urgent communication (e-mail, text, phone)? Who else (if anyone) in the organization would you like to also receive communication from me? When is the best time to touch base with you (early morning, midday, or later in the afternoon)? How frequently would you like a status update and in what format (e-mail, phone, in person)?

If you go to dinner at Cheesecake Factory and there is a wait to get a table, the hostess will hand you a portable pager and tell you that the wait will be twenty to twenty-five minutes. Perfect. You have just enough time to run a quick errand at a nearby store at the mall and be back in time to get your table. If, on the other hand, she told you that you will be seated shortly, you might have an expectation of being seated in five to ten minutes. Meanwhile, “shortly” might mean twenty to twenty-five minutes for her. You would probably forgo running your errand because you think you are going to be seated soon but end up waiting for twenty-five minutes and being frustrated. Being specific in your communication not only gives clarity to your message but also helps set your customer’s expectations. In other words, your customer won’t expect something you can’t deliver if you are clear about what exactly you can deliver and when. The same is true for prices. For example, if you order from the menu at the Cheesecake Factory, you know precisely what you will get to eat and how much it will cost. However, if there is a menu special that you heard about tableside, but you weren’t told how much the dish was, you might be surprised (and disappointed) when you receive the check.

Empathy is an integral part of emotional connections. It is especially important to have an emotional connection and empathy when apologizing to customers. Chances are the customer is already angry, or at least disappointed, when you are not able to deliver as expected. You can express empathy in your communications by saying or writing, “You have every right to be upset. I understand how you must feel. I apologize for the late delivery. Let’s work on a new process that will help prevent it from happening again.”[10] Some of the best brands have disappointed their customers but showed empathy when they apologized.

Think about when you received your acceptance letter from your college; the letter probably mentioned what an exciting time it is in your life. The author of the letter demonstrated empathy because she focused on the situation from your perspective. A purely factual letter, without empathy, might have said that you were accepted and that now the school can make their budget since they met their enrollment goal. That would be quite a different letter and would make you feel very different (and probably not very welcome).

selling

Reading: Appropriate Business Communications Appropriate Business Communications You probably learned about table manners, thank-you notes, and other forms of etiquette when you were younger. The way you conduct yourself says a lot about who you are in life and, by extension, in business. Although many companies have a casual dress code, don’t be quick to assume that protocol and established practices aren’t important. It would be easy to misinterpret lack of formality as lack of professionalism. Letters and Memos Despite the use of electronic devices in business, formal written communication such as letters, memos, proposals, reports, and presentations are still major methods of communication in selling. These more official methods of communication reflect factual statements that you are making on behalf of the company. Here are some tips for writing business communications: Use company letterhead where appropriate. For example, letters are always written on letterhead, whether in hard copy or in an electronic format that can be sent via e-mail. Use the formal elements of a business letter shown below in Figure 1, “Business Letter Format”: Figure 1. Business Letter Format For a company memo, use the company format. Most companies have a set format for hard copy and electronic memos. See an example of a company memo below in Figure 2, “Company Memo Example”: Figure 2. Company Memo Example Spell-check and proofread your document carefully before you send it. Be sure it is complete and factually correct and does not include any grammar or spelling errors. Use CC to indicate the names of other people who should also receive a copy of the letter or memo. The term “CC” is short for “carbon copy,” which dates back to the days of typewriters when carbon paper was used to make multiple copies of a document. It can also mean “courtesy copy”: an additional copy provided to someone as a courtesy.[1] Conversations, Meetings, and Presentations Although common sense should prevail in all business communications, here are some tips that will help make your conversations, meetings, and presentations more effective forms of communication: Be prepared; don’t waste anyone’s time or focus. Prepare a written agenda and hand it out at the start of the meeting to keep the group focused on the desired topics. Speak clearly and at a volume that is easy to hear, but not too loud so as to be distracting. Be professional and respectful; don’t interrupt when others are speaking. Use eye contact. At the end, recap your key points and identify next steps. In business, time is money so conducting effective and efficient meetings is critical to your success. High Tech, High Touch The year was 1982, and the world was just beginning to realize the amazing potential of computer technology. John Naisbitt wrote a book called Megatrends: Ten New Directions Transforming Our Lives, in which he coined the term “high tech, high touch,” which he defined as the contradictory state in which people are driven by technology yet long for human interaction. [2] In his 1999 book, High Tech/High Touch, he wrote about how the United States has been transformed from being comfortable with technology to being intoxicated with technology, a state he calls the “Technologically Intoxicated Zone.” You probably can’t imagine living without your cell phone or personal digital assistant (PDA), iPod, computer, or other electronic devices. In fact, it’s likely you can’t even remember what communication was like before the Internet. Technology, with all of its efficiency and benefits, cannot, however, become a substitute for old-fashioned human efforts. “Technology makes tasks easier, but it does not make our lives easier,” July Shapiro said in an article in Advertising Age.[3] Shapiro’s observation is true, especially as it relates to business; sometimes, the crush of technology takes precedence over business etiquette. However, people have begun to rethink the lack of personal interaction and its corresponding etiquette in the workplace. Yes, “there’s even an app for that”; a firm named Etiquette Avenue has recently launched an iPod app for business etiquette. The fact is, technology isn’t personal and can’t behave in the right way at the right time with your customer or on an interview; that’s completely up to you. Now, we’re seeing a bit of a reverse movement: Technology is so pervasive people are actually pushing back on their managers and asking them for more face time and less gadget time. Being Connected vs. Being Addicted In a recent pitch to a potential client, a marketing executive in Manhattan thought it was strange that his potential customer was so engaged with his iPhone that he hardly looked up from it during the meeting. After ninety minutes, someone peeked over the customer’s shoulder and saw that he was playing a racing game on his iPhone. This was disappointing, but not shocking according to the marketing firm that was doing the presentation; they continued with their pitch because they wanted the business. Some are not as tolerant. Billionaire Tom Golisano, a power broker in New York politics, recently announced that he wants to have State Senate majority leader Malcolm A. Smith removed from office because Smith was focused on his iPhone during a budget meeting with him. Recently, in Dallas, Texas, a student lost his opportunity for an internship at a hedge fund when he checked his phone to check a fact during an interview and took an extra minute to check his text messages at the same time. [4]  According to Maggie Jackson, author of Distracted: The Erosion of Attention and the Coming Dark Age, we are living in “an institutionalized culture of interruption, where our time and attention is being fragmented by a never-ending stream of phone calls, e-mails, instant messages, text messages, and tweets.”[5] The need to be connected should not overwhelm respect for colleagues and customers. Although texting has become a national pastime, especially among teenagers, it’s important to know the appropriate etiquette for the use of handheld electronic devices in the business environment. First, it’s best to turn off your electronic devices before you enter every meeting. If you think you can’t live without checking your text messages, think about how you would feel if you went on a job interview and the person with whom you were meeting was checking his electronic device during your interview. Just because some people demonstrate bad behavior and check their electronic devices for messages during a meeting doesn’t make it appropriate. In fact, it will help you stand out as a good listener. Telephone, Cell Phone, Voice Mail, and Conference Calls Sometimes, however, the use of technology is entirely necessary to conduct business when personal interaction is impossible. It’s important that verbal communication that is not face-to-face is effective and professional. Because you don’t have the benefit of using or seeing the receiver’s nonverbal communication, the challenges for effective and appropriate communication are even greater. Here are some dos and don’ts of telephone etiquette: Do be aware of the volume of your voice when you are speaking on the phone in the office or on a cell phone.[6] Do, when using a speakerphone, conduct the call in an enclosed or isolated area such as a conference room or office to avoid disturbing others in the area. Do, when leaving a voice mail message, speak slowly, enunciate, spell your name, and leave your number (this makes it much easier for the recipient to hear your message the first time).[7] Do, when you leave a voice mail message, be specific about what you want: make it easier for the caller to get back to you and include what time you will be available for a callback to avoid playing telephone tag.[8] Do customize your voice mail message: create a different message for each of your customers or prospective customers so the message is personal and relevant.[9] Do speak with enthusiasm: it’s best to convey a smile in your voice, especially if it is the first time you are calling or leaving a message for someone.[10] Don’t take another phone call during a meeting.[11] Don’t discuss confidential or personal issues during business calls. Don’t discuss confidential issues in public areas—you never know who might overhear a conversation in the hallway, on a train, or in other public areas.[12] Don’t leave a long, rambling voice mail message: be prepared with a message that is no longer than sixty seconds.[13] Don’t multitask during a long phone call or conference call—give the other person or people the courtesy of your full attention. E-mails, Text Messages, Instant Messages, and Social Networks Written communication has evolved to include multiple methods, all of which have appropriate places in selling. Notice the operative word here is appropriate. E-mail has become an accepted method of communication in most businesses, whereas text messages, instant messages, and social networks are commonplace for only some companies. That’s why etiquette is especially important when using any of these methods of communication, and you should take time to choose your method carefully. Letters, memos, proposals, and other written communication are considered formal, whether they are sent on paper or transmitted via e-mail. However, text messages, instant messages, and social networking are considered informal methods of communication and should be used only to communicate less formal information, such as a meeting time when schedules have been adjusted during a factory tour. Text and instant messages should never be used to communicate company policies, proposals, pricing, or other information that is important to conduct business with customers. It’s also worth noting that in all these methods your communication is permanent, so it’s a good idea to know the following dos and don’ts of electronic communication: Do use an e-mail subject line that clearly tells the recipient about the content of the e-mail. Do create a short, concise message that uses proper grammar and spelling—use spell-check to be sure all words are spelled correctly.[14] Do, in all electronic communications, use uppercase and lowercase letters as grammar dictates.[15] Do use e-mail, text messages, and instant messages when appropriate, according to your company’s practices, and with your customers to communicate factual information such as to confirm meeting date, time, and location.[16] Do use social networking sites to join the conversation and add value—you can build your personal brand by creating a blog or joining a professional conversation on social networking sites such as Twitter or Facebook.[17] Don’t use all capital letters in an e-mail; it appears that you are shouting or angry.[18] Don’t use “Reply to All” unless it’s absolutely necessary that all the recipients see your response—be selective to avoid mailbox overload. Don’t send an e-mail, text message, or instant message when you are angry: take the time to think about what you send because you can’t take it back after it’s sent.[19] Don’t use abbreviations like “ur,” “2b,” and others—this is not appropriate business communication.[20] Don’t use company e-mail, text message, or instant message accounts to send personal correspondence, and don’t check your personal accounts or pages during company time, as all communication that takes place on company hardware and servers is property of the company. Don’t use electronic communication to transmit bad news: talk to the person first, and if follow-up is necessary, reiterate the information in written form. Don’t use text messages, instant messages, or social networks to communicate information such as pricing, proposals, reports, service agreements, and other company information that should be sent using a more formal method. Music to Your Ears When is an iPod or other MP3 player or a handheld gaming device appropriate at work? Only when it is used for business purposes. “You’re isolating yourself,” says Dale Chapman Webb, founder of The Protocol Centre in Coral Gables, Florida. “You are sending a message that my music is more important than the work at hand.” Mary Ellen Guffey, Business Communication, 6th ed. (Mason, OH: South-Western Publishing, 2008), 175. ↵John Naisbitt, Megatrends: Ten New Directions Transforming Our Lives (New York: Grand Central Publishing, 1998). ↵July Shapiro, “A Digital Myth: Technology Doesn’t Make Life Easier,” Advertising Age, May 11, 2009, (accessed May 12, 2009). ↵Alex Williams, “At Meetings, It’s Mind Your Blackberry or Mind Your Manners,” New York Times, June 22, 2009, A1. ↵Patrick Welsh, “Txting Away Ur Education,” USA Today, June 23, 2009, A11. ↵Joanna L. Krotz, “Cell Phone Etiquette: 10 Dos and Don’ts,” Microsoft, (accessed July 12, 2009). ↵John R. Quain, “Quain’s Top Ten Voice Mail Tips,” Fast Company, December 18, 2007, (accessed July 17, 2009). ↵John R. Quain, “Quain’s Top Ten Voice Mail Tips,” Fast Company, December 18, 2007, (accessed July 17, 2009). ↵Keith Rosen, “Eight Tips on Crafting Effective Voice Mail Messages,” AllBusiness, (accessed July 17, 2009). ↵Keith Rosen, “Eight Tips on Crafting Effective Voice Mail Messages,” AllBusiness, (accessed July 17, 2009). ↵Joanna L. Krotz, “Cell Phone Etiquette: 10 Dos and Don’ts,” Microsoft, (accessed July 12, 2009). ↵Barbara Bergstrom, “Good Etiquette Is Recession-Proof,” Baltimore Business Journal, April 17, 2009, (accessed July 12, 2009). ↵John R. Quain, “Quain’s Top Ten Voice Mail Tips,” Fast Company, December 18, 2007, (accessed July 17, 2009). ↵“Shouting and Other E-mail Faux Pas,” BusinessLine, April 20, 2009. ↵“Shouting and Other E-mail Faux Pas,” BusinessLine, April 20, 2009. ↵Patricia M. Buhler, “Managing in the New Millennium: Six Tips to More Effective Communication,” Supervision 70, no. 7 (July 2009), 19. ↵Norman Birnbach, “10 Twitter Etiquette Rules,” Fast Company, July 2, 2008, (accessed July 17, 2009). ↵“Shouting and Other E-mail Faux Pas,” BusinessLine, April 20, 2009. ↵Paul Glover, “Why We Need E-mail Etiquette,” Fast Company, December 30, 2008, (accessed July 17, 2007). ↵Norman Birnbach, “10 Twitter Etiquette Rules,” Fast Company, July 2, 2008, (accessed July 17, 2009). ↵ Licenses and Attributions CC licensed content, OriginalRevision and adaptation. Authored by: Linda Williams and Lumen Learning. Provided by: Tidewater Community College. License: CC BY-NC-SA: Attribution-NonCommercial-ShareAlikeCC licensed content, Shared previouslyPowerful Selling. Authored by: Anonymous. Provided by: Anonymous. Located at: http://2012books.lardbucket.org/books/powerful-selling/s08-02-your-best-behavior.html. License: CC BY-NC-SA: Attribution-NonCommercial-ShareAlike

Why It Matters: Teamwork and Communication

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evolution

team-based projects fail

A team (or a work team) is a group of people

Owning

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thought about deleting the following section?

[Here, too: “Sales is also covered later in the course.

[I could say here, “You’ll learn more about this in the Marketing module of this course” and leave it at that—i.e., deleting what follows in red.]

Reviewers: what do you think about deleting the following?

Should you start the business alone or with partners? How will you set up the legal structure of my business? What taxes do you need to pay? What kind of insurance do you need? Where will your business be located? How many employees will you need? What types of suppliers do you need?

Ask yourself the following questions to make sure you’re thinking about the key business decisions:

Step 1: Obtain an Employer Identification Number (EIN) Before hiring your first employee, you need to get an employment identification number (EIN) from the U.S. Internal Revenue Service. (See “Get a Tax Identification Number,” above.) The EIN is often referred to as an Employer Tax ID or as Form SS-4. The EIN is necessary for reporting taxes and other documents to the IRS. In addition, the EIN is necessary when reporting information about your employees to state agencies. Step 2: Set up Records for Withholding Taxes According to the IRS, you must keep records of employment taxes for at least four years. Keeping good records can also help you monitor the progress of your business, prepare financial statements, identify sources of receipts, keep track of deductible expenses, prepare your tax returns, and support items reported on tax returns. Below are three types of withholding taxes you need for your business: Federal Income Tax Withholding: Every employee must provide an employer with a signed withholding exemption certificate (Form W-4) on or before the date of employment. The employer must then submit Form W-4 to the IRS. For specific information, read the IRS’ Employer’s Tax Guide [PDF]. Federal Wage and Tax Statement: Every year, employers must report to the federal government wages paid and taxes withheld for each employee. This report is filed using Form W-2, wage and tax statement. Employers must complete a W-2 form for each employee who they pay a salary, wage or other compensation. Employers must send Copy A of  W-2 forms to the Social Security Administration by the last day of February to report wages and taxes of your employees for the previous calendar year. In addition, employers should send copies of W-2 forms to their employees by Jan. 31 of the year following the reporting period. State Taxes: Depending on the state where your employees are located, you may be required to withhold state income taxes. Step 3: Employee Eligibility Verification Federal law requires employers to verify an employee’s eligibility to work in the United States. Within three days of hire, employers must complete Form I-9, employment eligibility verification, which requires employers to examine documents to confirm the employee’s citizenship or eligibility to work in the U.S. Employers can only request documentation specified on the I-9 form. Employers do not need to submit the I-9 form with the federal government but are required to keep it on file for three years after the date of hire or one year after the date of the employee’s termination, whichever is later. Step 4: Register with Your State’s New-Hire Reporting Program All employers are required to report newly hired and rehired employees to a state directory within 20 days of their hire or rehire date. Visit the New Hires Reporting Requirements page to learn more and find links to your state’s New Hire Reporting System. Step 5: Obtain Workers’ Compensation Insurance All businesses with employees are required to carry workers’ compensation insurance coverage through a commercial carrier, on a self-insured basis or through their state’s Workers’ Compensation Insurance program. Step 6: Post Required Notices Employers are required to display certain posters in the workplace that inform employees of their rights and employer responsibilities under labor laws. Visit the Workplace Posters page for specific federal and state posters you’ll need for your business. Step 7: File Your Taxes Generally, employers who pay wages subject to income tax withholding, Social Security, and Medicare taxes must file IRS Form 941, Employer’s Quarterly Federal Tax Return. New and existing employers should consult the IRS Employer’s Tax Guide to understand all their federal tax filing requirements. Step 8: Get Organized and Keep Yourself Informed Being a good employer doesn’t stop with fulfilling your various tax and reporting obligations. Maintaining a healthy and fair workplace, providing benefits, and keeping employees informed about your company’s policies are key to your business’s success. Here are some additional steps you should take after you’ve hired your first employee:

Determine Your State Tax Obligations In addition to business taxes required by the federal government, you will have to pay some state and local taxes. Each state and locality has its own tax laws. The links below provide access to key resources that will help you learn about your state tax obligations. Having knowledge of your state tax requirement can help you avoid problems and your business save money. The most common types of tax requirements for small business are income taxes and employment taxes. Income Taxes Nearly every state levies a business or corporate income tax. Your tax requirement depends on the legal structure of your business. For example, if your business is a Limited Liability Company (LLC), the LLC gets taxed separately from the owners, while sole proprietors report their personal and business income taxes using the same form. Consult the General Tax Information link under your state for specific requirements. Employment Taxes In addition to federal employment taxes, business owners with employees are also responsible for paying certain taxes required by the state. All states require payment of state workers’ compensation insurance and unemployment insurance taxes. Certain states/territories also require a business to pay for temporary disability insurance. Each state requires different steps and forms in order to register and be open for business. In general, you can look for the following four things: Business Tax Registration General Tax Information and Forms Workers’ Compensation Insurance Unemployment Insurance Tax

Federal Income Taxes Select the form of your business below to find out which federal tax forms you need to file: Sole Proprietorships Partnerships Corporations S Corporations Limited Liability Company (LLC)

The following are the five general types of business taxes. Income Tax Estimated Taxes Self-Employment Tax Employment Taxes Excise Tax

The following links will take you to the IRS’s website for more information:

Starting a business i

Set up Records for Withholding Taxes

Decide which form of ownership is best for you: sole proprietorship, partnership, Limited Liability Company (LLC), corporation, S corporation, nonprofit or cooperative.

Federal Licenses and Permits

Visit the U.S. Immigration and Customs Enforcement agency’s I-9 website to download the form and find more information.

State Business License Offices

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about half disappear during the first five years

Advantages of Small-Business Ownership

SBA estimates that in some industries as many as 8 out of 10 new business ventures fail within the first 5 years

ADP