This document discusses the benefits of electronic reporting over hard-copy reporting. It provides examples of companies that use electronic reporting systems successfully, including Mrs. Fields, Mrs. Paul's, and FedEx. Mrs. Fields uses a computerized system in its stores to transmit sales and productivity reports electronically to headquarters. Mrs. Paul's uses a computerized system to monitor fish processing yields. FedEx uses satellite and computer technologies to track package locations and allow customers to view shipment status reports online. The document concludes that keeping stakeholders informed electronically is essential in today's global business environment.
T e a c h i n g C a s e R e s o u r c e s f r o m t h e MikeEly930
T e a c h i n g C a s e R e s o u r c e s f r o m t h e E v a n s S c h o o l o f P u b l i c A f f a i r s
T h e
E l e c t r o n i c H a l l w a y ®
Box 353060 · University of Washington · S e a t t l e W A 9 8 195-3060 www.hallway.org
This teaching resource was written by J. Patrick Dobel, Daniel J. Evans School of Public Affairs, University of Washington;
Richard Elmore, Harvard University Graduate School of Education; and Laurie Werner, Daniel J. Evans School of Public
Affairs, University of Washington.
The Electronic Hallway is administered by the University of Washington's Daniel J. Evans School of Public Affairs. This
material may not be altered or copied without written permission from The Electronic Hallway. For permission, email
[email protected], or phone (206) 616-8777. Electronic Hallway members are granted copy permission for
educational purposes per the Member’s Agreement (www.hallway.org).
Copyright 2003 The Electronic Hallway
MEMO WRITING
This note introduces memo writing to students training for careers in public service.
It focuses on memos rather than research papers or essays, because memos pervade the
daily life of any public servant.
A memo is a relatively short, written document. Memos address specific people or
groups for the purpose of recording an agreement, transmitting information, making a
case, or enabling action. Brevity is essential; most decision makers have little time and
must assimilate memo contents quickly. Long memos don’t get read.
Think of a memo as a precision tool. Tools may be beautiful things in themselves, but we
measure their value by how well they perform a task. In practical terms, every aspect of a
memo – its prose style, organization, appearance on the page and content – should have a
direct relationship to its purpose. Long flowery introductions, technical jargon, casual
chit-chat, and showy vocabulary all distract from a memo's essential purpose: to inform
or to enable action.
This note deals with four topics: identifying your audience or principal; getting yourself
engaged in writing; using language; and organizing the final product. Added to these are
notes on e-mail communications.
Know Your Audience or Principal
Specific people read memos. The more vaguely defined the target audience, the more
difficult for the writer to decide what to say. Knowing your audience is of primary
importance in memo writing. Ask yourself three questions about your audience: who are
they, what do they need to know, and how should you present it to them?
• Who is the audience of your memo? Memos are directed at decision makers.
Usually you write a memo for an individual or group to help them make a
decision. To influence decision makers, you must give considerable thought to
who they are. You have a duty to provide them with timely, accurate, and
comprehensive analysis.
2
• Wh ...
STRATEGIES FOR THE “YOU APPROACH”
In workplace writing, a key goal is to maintain friendly relations with readers, even
under conditions of tension, frustration, and strife. The “You Approach” is a set of five
strategies that workplace writers can use to maintain or restore friendly relations with
readers and to minimize their sense of threat in adverse business situations in which
they might resist the message you’re delivering in your document.
Table 1 lists the five strategies of the “You Approach.”
Table 1: Five Strategies of the “You Approach”
1. Write From the Reader’s Perspective
Focus on the reader’s situation, not on your own situation. Show that you understand
the reader’s position and perspective. For example, imagine that you have just arrived
to the first day of a writing course. Your instructor is about to speak. Which of these
opening lines would appeal to you the most?
Welcome to a course that I’ve enjoyed teaching here for the past eight
years.
I’m glad you’ve decided to take this course, because it could make a
tremendous difference in your ability to succeed in your chosen career.
1. Write from the reader’s perspective.
2. Anticipate and answer all questions that your readers are likely to have about
the situation.
3. Use personal pronouns.
4. Be courteous, tactful, and respectful, especially at the end of memos, email,
and letters.
5. Cushion the blow for readers in “bad news” letters by organizing material
strategically, posing questions, and using conditionals.
The first line takes a “Me Approach.” It centers on what is important to the instructor,
not on what new students would find meaningful. The second line takes the “You
Approach,” because it focuses on what matters to the students.
Example: A student intern worked at RDI, a prestigious research institute near her
university. When she received the following memo from her supervisor, she felt hurt
and insulted. Read the memo and consider why she reacted so negatively to the memo.
Anywhere University
Research and Development Institute
To: RDI Student Employees
From: RDI Student Supervisors
Date: November 10, 2007
Re: Attendance at RDI Staff Meetings
I am asking that you all refrain from attending RDI staff meetings in the future in
order to provide coverage for permanent fulltime RDI staff members while they
are busy attending RDI staff meetings (this coverage could take the form of
answering phones or continuing with your regular work assignments as your
supervisor determines). Let me assure you that, although you are valued
employees of the Institute, the RDI staff meetings are really only relevant and
necessary to members of the permanent staff, for whom the success of the RDI
is of primary concern. I know that some of you enjoy attending these meetings
and find them interesting, but remind you that you have the privilege of being
stude.
How to introduce yourself in an interviewLive Lingua
This document covers the basics of how to introduce yourself in an interview in order to appear professional, confident, and prepared for the job at hand.
T e a c h i n g C a s e R e s o u r c e s f r o m t h e MikeEly930
T e a c h i n g C a s e R e s o u r c e s f r o m t h e E v a n s S c h o o l o f P u b l i c A f f a i r s
T h e
E l e c t r o n i c H a l l w a y ®
Box 353060 · University of Washington · S e a t t l e W A 9 8 195-3060 www.hallway.org
This teaching resource was written by J. Patrick Dobel, Daniel J. Evans School of Public Affairs, University of Washington;
Richard Elmore, Harvard University Graduate School of Education; and Laurie Werner, Daniel J. Evans School of Public
Affairs, University of Washington.
The Electronic Hallway is administered by the University of Washington's Daniel J. Evans School of Public Affairs. This
material may not be altered or copied without written permission from The Electronic Hallway. For permission, email
[email protected], or phone (206) 616-8777. Electronic Hallway members are granted copy permission for
educational purposes per the Member’s Agreement (www.hallway.org).
Copyright 2003 The Electronic Hallway
MEMO WRITING
This note introduces memo writing to students training for careers in public service.
It focuses on memos rather than research papers or essays, because memos pervade the
daily life of any public servant.
A memo is a relatively short, written document. Memos address specific people or
groups for the purpose of recording an agreement, transmitting information, making a
case, or enabling action. Brevity is essential; most decision makers have little time and
must assimilate memo contents quickly. Long memos don’t get read.
Think of a memo as a precision tool. Tools may be beautiful things in themselves, but we
measure their value by how well they perform a task. In practical terms, every aspect of a
memo – its prose style, organization, appearance on the page and content – should have a
direct relationship to its purpose. Long flowery introductions, technical jargon, casual
chit-chat, and showy vocabulary all distract from a memo's essential purpose: to inform
or to enable action.
This note deals with four topics: identifying your audience or principal; getting yourself
engaged in writing; using language; and organizing the final product. Added to these are
notes on e-mail communications.
Know Your Audience or Principal
Specific people read memos. The more vaguely defined the target audience, the more
difficult for the writer to decide what to say. Knowing your audience is of primary
importance in memo writing. Ask yourself three questions about your audience: who are
they, what do they need to know, and how should you present it to them?
• Who is the audience of your memo? Memos are directed at decision makers.
Usually you write a memo for an individual or group to help them make a
decision. To influence decision makers, you must give considerable thought to
who they are. You have a duty to provide them with timely, accurate, and
comprehensive analysis.
2
• Wh ...
STRATEGIES FOR THE “YOU APPROACH”
In workplace writing, a key goal is to maintain friendly relations with readers, even
under conditions of tension, frustration, and strife. The “You Approach” is a set of five
strategies that workplace writers can use to maintain or restore friendly relations with
readers and to minimize their sense of threat in adverse business situations in which
they might resist the message you’re delivering in your document.
Table 1 lists the five strategies of the “You Approach.”
Table 1: Five Strategies of the “You Approach”
1. Write From the Reader’s Perspective
Focus on the reader’s situation, not on your own situation. Show that you understand
the reader’s position and perspective. For example, imagine that you have just arrived
to the first day of a writing course. Your instructor is about to speak. Which of these
opening lines would appeal to you the most?
Welcome to a course that I’ve enjoyed teaching here for the past eight
years.
I’m glad you’ve decided to take this course, because it could make a
tremendous difference in your ability to succeed in your chosen career.
1. Write from the reader’s perspective.
2. Anticipate and answer all questions that your readers are likely to have about
the situation.
3. Use personal pronouns.
4. Be courteous, tactful, and respectful, especially at the end of memos, email,
and letters.
5. Cushion the blow for readers in “bad news” letters by organizing material
strategically, posing questions, and using conditionals.
The first line takes a “Me Approach.” It centers on what is important to the instructor,
not on what new students would find meaningful. The second line takes the “You
Approach,” because it focuses on what matters to the students.
Example: A student intern worked at RDI, a prestigious research institute near her
university. When she received the following memo from her supervisor, she felt hurt
and insulted. Read the memo and consider why she reacted so negatively to the memo.
Anywhere University
Research and Development Institute
To: RDI Student Employees
From: RDI Student Supervisors
Date: November 10, 2007
Re: Attendance at RDI Staff Meetings
I am asking that you all refrain from attending RDI staff meetings in the future in
order to provide coverage for permanent fulltime RDI staff members while they
are busy attending RDI staff meetings (this coverage could take the form of
answering phones or continuing with your regular work assignments as your
supervisor determines). Let me assure you that, although you are valued
employees of the Institute, the RDI staff meetings are really only relevant and
necessary to members of the permanent staff, for whom the success of the RDI
is of primary concern. I know that some of you enjoy attending these meetings
and find them interesting, but remind you that you have the privilege of being
stude.
How to introduce yourself in an interviewLive Lingua
This document covers the basics of how to introduce yourself in an interview in order to appear professional, confident, and prepared for the job at hand.
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
Francesca Gottschalk - How can education support child empowerment.pptxEduSkills OECD
Francesca Gottschalk from the OECD’s Centre for Educational Research and Innovation presents at the Ask an Expert Webinar: How can education support child empowerment?
Palestine last event orientationfvgnh .pptxRaedMohamed3
An EFL lesson about the current events in Palestine. It is intended to be for intermediate students who wish to increase their listening skills through a short lesson in power point.
A Strategic Approach: GenAI in EducationPeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Biological screening of herbal drugs: Introduction and Need for
Phyto-Pharmacological Screening, New Strategies for evaluating
Natural Products, In vitro evaluation techniques for Antioxidants, Antimicrobial and Anticancer drugs. In vivo evaluation techniques
for Anti-inflammatory, Antiulcer, Anticancer, Wound healing, Antidiabetic, Hepatoprotective, Cardio protective, Diuretics and
Antifertility, Toxicity studies as per OECD guidelines
The Roman Empire A Historical Colossus.pdfkaushalkr1407
The Roman Empire, a vast and enduring power, stands as one of history's most remarkable civilizations, leaving an indelible imprint on the world. It emerged from the Roman Republic, transitioning into an imperial powerhouse under the leadership of Augustus Caesar in 27 BCE. This transformation marked the beginning of an era defined by unprecedented territorial expansion, architectural marvels, and profound cultural influence.
The empire's roots lie in the city of Rome, founded, according to legend, by Romulus in 753 BCE. Over centuries, Rome evolved from a small settlement to a formidable republic, characterized by a complex political system with elected officials and checks on power. However, internal strife, class conflicts, and military ambitions paved the way for the end of the Republic. Julius Caesar’s dictatorship and subsequent assassination in 44 BCE created a power vacuum, leading to a civil war. Octavian, later Augustus, emerged victorious, heralding the Roman Empire’s birth.
Under Augustus, the empire experienced the Pax Romana, a 200-year period of relative peace and stability. Augustus reformed the military, established efficient administrative systems, and initiated grand construction projects. The empire's borders expanded, encompassing territories from Britain to Egypt and from Spain to the Euphrates. Roman legions, renowned for their discipline and engineering prowess, secured and maintained these vast territories, building roads, fortifications, and cities that facilitated control and integration.
The Roman Empire’s society was hierarchical, with a rigid class system. At the top were the patricians, wealthy elites who held significant political power. Below them were the plebeians, free citizens with limited political influence, and the vast numbers of slaves who formed the backbone of the economy. The family unit was central, governed by the paterfamilias, the male head who held absolute authority.
Culturally, the Romans were eclectic, absorbing and adapting elements from the civilizations they encountered, particularly the Greeks. Roman art, literature, and philosophy reflected this synthesis, creating a rich cultural tapestry. Latin, the Roman language, became the lingua franca of the Western world, influencing numerous modern languages.
Roman architecture and engineering achievements were monumental. They perfected the arch, vault, and dome, constructing enduring structures like the Colosseum, Pantheon, and aqueducts. These engineering marvels not only showcased Roman ingenuity but also served practical purposes, from public entertainment to water supply.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
Unit 8 - Information and Communication Technology (Paper I).pdfThiyagu K
This slides describes the basic concepts of ICT, basics of Email, Emerging Technology and Digital Initiatives in Education. This presentations aligns with the UGC Paper I syllabus.
Embracing GenAI - A Strategic ImperativePeter Windle
Artificial Intelligence (AI) technologies such as Generative AI, Image Generators and Large Language Models have had a dramatic impact on teaching, learning and assessment over the past 18 months. The most immediate threat AI posed was to Academic Integrity with Higher Education Institutes (HEIs) focusing their efforts on combating the use of GenAI in assessment. Guidelines were developed for staff and students, policies put in place too. Innovative educators have forged paths in the use of Generative AI for teaching, learning and assessments leading to pockets of transformation springing up across HEIs, often with little or no top-down guidance, support or direction.
This Gasta posits a strategic approach to integrating AI into HEIs to prepare staff, students and the curriculum for an evolving world and workplace. We will highlight the advantages of working with these technologies beyond the realm of teaching, learning and assessment by considering prompt engineering skills, industry impact, curriculum changes, and the need for staff upskilling. In contrast, not engaging strategically with Generative AI poses risks, including falling behind peers, missed opportunities and failing to ensure our graduates remain employable. The rapid evolution of AI technologies necessitates a proactive and strategic approach if we are to remain relevant.
Business communication-Case - How to Proofread like a Pro.doc
1. BUSINESS COMMUNICATION
CASE NO. 1
How to Proofread like a Pro :
Tips for creating the Perfect Document
You’ve carefully revised and polished your document and it’s been sent off to the
word-processing department or a designer to be put into final form. You can
breathe a sigh of relief, but only for the moment : You’ll still be proofreading
what comes out of the printer. To ensure that any document is error-free,
always proofread the final version. Following are some hints to help make your
proofreading more effective.
Multiple passes – Go through the document several times, focusing on a
different aspect each time. The first pass might be to look for omissions
and errors in content; the second pass could be for layout, spacing, and
other aesthetic features; a final pass might be to check for typographical,
grammatical, and spelling errors.
Perceptual tricks – Your brain has been trained to ignore transposed
letters, improper capitalization, and misplaced punctuation. Try (1)
reading each page from the bottom to the top (starting at the last word in
each line,) (2) Placing your finger under each word and reading it silently,
(3) making a slit in a sheet of paper that reveals only one line of type at a
time, and (4) reading the document aloud and pronouncing each word
carefully.
2. Impartial reviews – Have a friend or colleague proofread the document for
you. Others are likely to catch mistakes that you continually fail to notice.
(All of us have blind spots when it comes to reviewing our own work)
Typos – Look for the most common typographical errors (typos):
transposition (such as teb), substitution (such as economic), and omission
(such as productivity)
Mechanics – When looking for errors in spelling, grammar, punctuation,
and capitalization, if you’re unsure about something, look it up in a
dictionary, a usage book, or another reference work.
Accuracy – Double –check the spelling of names and the accuracy of dates,
addresses, and all numbers (quantities ordered, prices, and so on). It
would not do to order 500 staples when you want only 50.
Distance – If you have time, set the document aside and proofread it the
next day.
Vigilance – Avoid reading large amounts of material in one sitting, and try
not to proofread when you’re tired.
Focus – Concentrate on what you’re doing. Try to block out distractions,
and focus as completely as possible on your proofreading task.
Caution – Take your time. Quick proofreading is not careful proofreading.
Proofreading may require patience, but it adds creditability to your document.
Career Applications :
1. What qualities does a person need to be a good proofreader ? Are such
qualities inborn or can they be learned ?
2. Proofread the following sentence :
application of these methods in stores in San Deigo nd Cinncinati have
resulted in a 30 drop in robberies an a 50 percent decling in violence there,
according at the developers if the security system, Hanover brothrs, Inc.
3. CASE NO. 2
ACTIONS SPEAK LOUDER THAN WORDS ALL AROUND
THE WORLD
“He wouldn’t look me in the eye. I found it disconcerting that he kept looking all
over the room but rarely at me,” said Barbara Walters after her interview with
Libya’s Colonel Muammar al-Qadhafi. Like many people in the United States,
Walters was associating eye contact with trustworthiness, so when Qadhafi
withheld eye contact, she felt uncomfortable. In fact Qadhafi was paying
Walters a compliment. In Libya, not looking conveys respect, and looking
straight at a woman is considered nearly as serious as physical assault.
Nonverbal communication varies widely between cultures, even between
subcultures, and the differences strongly affect communication in the workplace.
Whether you’re trying to communicate with your new Asian American assistant,
the Swedish managers who recently bought out your company, the African
American college student who won a summer internship with your firm, or
representatives from the French company you hope will buy your firm’s new
designs, your efforts will depend as much on physical cues as on verbal ones.
Most Americans aren’t usually aware of their own nonverbal behavior, so they
have trouble understanding the body language of people from other cultures.
The list of differences is endless.
In Thailand it’s rude to place your arm over the back of a chair in which
another person is sitting.
Finnish female students are horrified by Arab girls who want to walk hand
in hand with them.
Canadian listeners nod to signal agreement.
Japanese listeners nod to indicate only that they have understood.
British listeners stare at the speaker, blinking their eyes to indicate
understanding.
People in the United States are taught that it’s impolite to stare.
4. Saudis accept foreigners in Western business attire but are offended by
tight – fitting clothing and by short sleeves.
Spaniards indicate a receptive friendly handshake by clasping the other
person’s forearm to form a double handshake.
Canadians consider touching any part of the arm above the hand intrusive,
except in intimate relationships.
It may take years to adjust your nonverbal communication to other
cultures, but you can choose from many options to help you prepare. Books and
seminars on cultural differences are readily available, as are motion pictures
showing a wide range of cultures. You can always rent videos of films and TV
shows from other countries. Examining the illustrations in news and business
magazines can give you an idea of expected business dress and personal space.
Finally, remaining flexible and interacting with people from other cultures who
are visiting or living in your country will go a long way toward lowering the
barriers presented by nonverbal communication.
Career Applications :
1. Explain how watching a movie from another country might help you
prepare to interpret nonverbal behavior from that culture correctly.
2. One of your co-workers is originally from Saudi Arabia. You like him and
the two of you work well together. However he stands so close when you
speak with him that it makes you very uncomfortable. Do you tell him of
your discomfort, or do you try to cover it up ?
CASE NO. 3
MASTERING THE ART OF CONSTRUCTIVE CRITICISM
To become better writers people need to be evaluated, but taking criticism
from others is often difficult. The way you tell someone “ You did it wrong” can
destroy goodwill and cooperation or it can build the relationship and help the
person learn from the mistake, improve performance, and retain self-esteem. To
criticize more constructively, follow these suggestions :
5. Get all the facts first : Don’t accept hearsay or rumors.
Find out specifically who did or said what, when, where, why, and how
Don’t act in haste : Never act while you’re angry. Think things out before
you write or speak, and then explain your criticism calmly, rationally, and
objectively.
Phrase your remarks impersonally : Criticize the mistake, not the person.
Focus your remarks on the action only, and analyze it thoughtfully.
Never criticize in an offhand manner : Treat the situation seriously. Take
the time to state the problem in detail, explaining what was wrong and
why.
Avoid an abusive tone : Ridiculing someone, talking down to a person, or
using sarcasm prevents people from accepting what you have to say.
Make the offense clear : Don’t talk in generalities. Be specific about
exactly what was done wrong.
Preface the criticism with a kind word or a compliment : Start with a few
words of praise or admiration, saying how much you value the person.
First the good news, then the bad.
Supply the answer : Explain how to do things right. Don’t dwell on the
mistake, emphasize how to correct it and how to avoid repeating it.
Ask for cooperation : Don’t demand cooperation. Asking makes the person
feel like a team member and provides an incentive to improve.
Limit yourself to one criticism for each offense : Don’t dredge up or rehash
past mistakes. Focus on the current problem.
End on a friendly note : Don’t conclude by leaving things up in the air, to
be discussed again latter. Settle them now, and make the close friendly.
Give the other person a pat on the back. Let the last memory of the matter
be a good one.
6. Forgive and forget : Once the criticism has been made, let the person start
with a clean slate. Avoid looking for more mistakes, and give the person a
chance to improve.
Take steps to prevent a recurrence : Follow up to make sure the person is
acting on your suggestions and doing things right.
If you follow these guidelines, constructive criticism can benefit you, your
company, and – most important – the person you’re criticizing.
Career Applications :
1. Think back over the lessons you’ve learned in life. How did you benefit
from some one telling you the truth about something you were doing wrong
?
2. With a partner role-play a situation in which one of you is the boss and the
other an employee. The boss is angry because the employee repeatedly
arrives late for work, takes long lunches, and leaves 5 to 10 minutes early.
However, the employee’s work is always excellent. After the role-play,
analyze what the boss did right and what could be improved.
CASE NO. 4
WHAT YOU MAY LEGALLY SAY IN A SALES LETTER
As you prepare to write your sales letter think carefully about your choice
of words. False or misleading statements could land you in court, so make sure
your language complies with legal and ethical standards. To keep your sales
letters within the limits of the law, review the legal considerations of these
typical sales phrases :
“Our product is the best on the market.” – This statement is acceptable for
a sales letter because the law permits you to express an opinion about your
product. In the process of merchandising a product, statements of opinion
are known as “puffery,” which is perfectly legal as long as you make no
deceptive or fraudulent claims.
7. “Our product will serve you well for many years to come.” This statement
from a sales brochure triggered a lawsuit by a disgruntled customer who
claimed the manufacturer’s product lasted only a few years. The courts
ruled that the statement was an acceptable form of puffery because the
manufacturer did not promise that the product would last for a specific
number of years.
“We’re so confident you’ll enjoy our products that we’ve enclosed a sample
of our most popular line. This sample can be yours for only $5.00! Please
send your payment in the enclosed, prepaid envelope.” If you include a
product sample with your sales letter, your readers may keep the
merchandise without paying for it. Under the law, consumers may
consider unordered goods as gifts. They are not obligated to return the
items to you or submit payments for unsolicited merchandise
“Thousands of high school students – just like you – are already enjoying
this fantastic CD collection ! Order before March 1 and save !” If your sales
letter appeals to minors, you are legally obligated to honour their
contracts. At the same time, however, the law permits minors to cancel
their contracts and return the merchandise to you. Sellers are legally
obligated to accept contracts voided by minors and any goods returned by
them. Legal adult status is defined differently from state to state, ranging
from age 18 to age 21.
“You’ll find hundreds of bargains at our annual scratch and dent’ sale! All
sales are final on merchandise marked as is.” When you use the term as is
in your sales letter, you are not misleading customers about the quality of
your products. By warning consumers that the condition of sales items is
less than perfect, you are not legally obligated to issue refunds to
customers who complain about defects later on.
Career Applications :
8. 1. Review two sales letters for content. List the “Puffery” statements in each
letter.
2. Note any statements in these sales letters that appear questionable to you.
Rewrite one of the statements, carefully choosing words that won’t be
misleading to consumers.
CASE NO. 5
MINDING YOUR BUSINESS WITH ONLINE REPORTING
Mrs. Fields uses them. Mrs. Paul’s uses them. However you don’t have to be in
the cookie or fish business to work with electronic reports. More and more
companies are adopting electronic reports over hard-copy reports to keep
employees, managers, investors, and other stakeholders informed.
Computerized cash registers in Mrs. Fields cookie outlets are the heart of a
sophisticated reporting system for monitoring and controlling operations.
Rather than taking the time to write reports by hand, store managers enter data
into the computer system by following report formats on their screen. Then they
electronically transmit these reports to corporate headquarters in Park City,
Utah. The computer system also serves as a two-way communication device,
allowing store and corporate personnel to send messages back and forth in
seconds. So Mrs. Fields corporate managers can quickly receive the information
they need in order to track sales and productivity trends – and to spot potential
problems – in more than 700 outlets around the world.
At Mrs. Paul’s a computerized reporting system allows production
managers to continuously monitor and control the yield from the company’s fish
– processing operation. The system calculates the production yield using the
weight of the fish before it’s processed, the weight if abt scraosm and the weight
of the finished fish meals. If the reports show that the actual yield drops below
the expected yield, the managers can immediately adjust the equipment to
improve the yield. The production managers have instant access to electronic
9. reports at each stage of the operation, so they can find and fix problems more
quickly than if they had to wait for printed reports.
FedEx, the well-known package-shipping firm, uses extensive satellite and
computer technologies to track the location of every package in the company’s
system. Customers can then access electronic reports to monitor the status of
their shipments at any time. This tracking system not only helps the company
serve its customers better, but it puts valuable information in the hands of
customers with a click of the mouse. Like many companies, FedEx posts an
electronic copy of its annual report and other corporate informational reports at
its website.
As Mrs. Fields, Mrs. Pauls, FedEx, and other companies know, keeping
customers, employees, investors, and other stakeholders informed with
electronic reports is the only way to do business in the global workplace.
Career Applications
1. What advantages and disadvantages do you see in asking store managers
at Mrs. Fields to file electronic troubleshooting reports immediately on the
company’s intranet ?
2. What kinds of electronic reports might a company want to post on its
website ?