The Company Name Standards of Business Conduct reflect the commitment of Company Name
Inc. and its officers, executives and employees to conduct business according to the highest
standards of integrity and ethics.
The Standards of Business Conduc
Short Essay Assignment #1
1. Time Warner Cable is the 2nd largest cable service provider in the USA, behind Comcast.
Unfortunately, the cable industry tends to be one of the most easily hated industries but adds quite a bit
to the US ec
The VaVaKaBooM Standards of Business Conduct reflect the commitment
of VaVaKaBooM Inc. and its officers, executives and employees to conduct business
according to the highest standards of integrity and ethics.
The Standards of Business Conduct se
Group 3 Strategy Planning
Posted on: Sunday, September 13, 2015 11:07:32 AM EDT
Your first experience with a group is to
Familiarize yourself with your teammates
Figure out strategies that will work for your team
o getting together and working in the cl
Hanson's Funeral Services wishes to convey a respectful environment to the families entrusting
us with their loved one. Your overall appearance is often a major part in forming their first impression of
us. We want them to trust our business and f
Group 3 Team Charter
Valerie Anderson, Merry Meyer, Kristina Roberts, Beth Yankey
Group 3/Team Ruby has been formed to work on several projects throughout the Fall 2015 semester.
The teams mission is to apply our knowledge gained from class and work effec
Merry Nicole Meyer
Have you ever found your pulse racing, your breathing rapid and your hands sweaty before it is
time to present information? How about those butterflies that grow and turn into nausea?
Does your voice tremble and your mouth
Chapter 12 Notes
Informational Credit Report
Identify the report and its purpose.
Present a brief overview of the reports organization, especially for longer
Provide brief background information when readers are unfamiliar with
Chapter 14 Notes
5 Basics of Presentations
1. Know your purpose
a. Decide what you want your audience to believe, remember, or do when
b. Aim all parts of your talk toward your purpose.
2. Know Your Audience
a. Analyze the age, gender, educati
Chapter 15 Notes
Heading and objective
o List your name, address, e-mail, and phone.
o Include a career objective customized for a targeted job.
Summary of qualifications
o Provide 3 to 8 bulleted statements.
o List your most impressive q
Use adverbs (adjectives) to describe actions (verbs)
He spoke well.
The car rides smoothly.
She ran quickly.
Dont take it personally.
His speech was good.
The car was smooth.
Her run was quick.
Its a personal matter.
Guffeys 3x3 Writing Proce
Chapter 10 Notes
Understanding Persuasion and How to Use it Effectively and Ethically
What persuasive techniques are effective?
o Establish credibility.
o Make a reasonable, precise request.
o Tie facts to benefits.
o Expect and overcome resistance.
Formal Research Methods
Accessing information electronically on the Internet and in databases
Searching manually in books, articles, and other secondary sources
Investigating primary sources, such as interviews and surveys
Experimenting scientifically wi
Chapter 11 Notes
Ten Truths You Should Know About Reports:
1. Everyone writes reports.
2. Most reports flow upward.
3. Most business reports are informal.
4. Three formats are most popular:
a. Memo (often with e-mail cover note)
b. Letter format
Chapter Eight Notes
Successful Positive Messages Start With the Writing Process
Phase 1: Analyze, Anticipate, Adapt
o Do you really need to write?
o How will the reader react?
o What channel should you use?
o How can you save your readers time?
Phase 2: R
Chapter Six Notes
Choose appropriate typefaces
o Consider sans serif for headings, signs, and material that does not require
continuous reading (Arial, Verdana).
o Consider serif for body font (Times New Roman, Garamond).
Use 10- to 12-point font for most
Chapter Seven Notes
Components of Email Messages:
Preparing and Composing Professional E-Mail Messages
This is to inform you that we must complete the annual operating budgets shortly.
Over the past t
Chapter Nine Notes
Goals in Communicating Negative News:
Explaining clearly and completely
Projecting a professional image of you and your organization
Conveying empathy and sensitivity
Maintaining friendly relations
Applying the 3-x-3 Writing
The simplest answer/solution is usually the correct one.
Wal-Mart vs. K-mart
K-mart sales about $50 Billion/yr
Wal-Mart sales about $400 Billion/yr
But they sell the same stuff for about the same prices from the same type stores in
Chapter Nine Lecture Notes
The average company:
Will lose half its customers every five years
Misses opportunities to aggressively recover lost customers
Fails to do defection interviews with lost customers (or employees). Wait a
while before interview
Chapter 1 Notes
Know Why Service Matters
1. Building healthy relationships is the key to success in both business and personal relationships
a. We succeed when we attract and keep loyal customers
b. The so-called service economy is not as service oriented
Chapter 2 Notes
Use Behaviors That Engage Your Customers
1. Behavior is what people do
a. Verbal communication
b. Non-verbal communication
c. Anything can and will communicate
d. The receiver of the message, not the sender, determines what the message
Chapter Eight Lecture Notes
Many people dislike negative feedback, however
Feedback is a valuable form of coaching
Our toughest critics can become our best friends
NPS (Net Promoter Score):
An excellent way to gather critical data about overall customer
Chapter 5 Lecture Notes
The Internet is a new avenue for businesses to deliver customer service
Provides increased exposure and sales
Provides decreased marketing costs
Provides opportunities for better customer service
The Web is a perfect sales chan
Chapter Two Lecture Notes
Behavior is what people do
Anything can and will communicate
Intention is irrelevant
The receiver determines the meaning of the message
What is attractive to me may be less so t
Chapter Three Lecture Notes
Hearing differs from listening
Hearing is a purely physiological activity
Listening involves the physiological process, but it also involves the
psychological processing of the sounds
Three factors complicate the listening pr
Chapter 4 Lecture Notes
Know the benefits and drawbacks of good telephone communication
Learn the basics of telephone courtesy
Callers cant rely on non-verbal communication cues
Work on principles of effectiveness
Understanding our own attitudes about
Chapter 3 Notes
Listen to Your Customer (a Big little thing)
1. Hearing differs from listening
a. Hearing is a purely physiological activity
b. Listening involves the psychological processing of sounds in addition to the
physiology of hear
Exceeding Customer Expectations with Information
1. A company delivers A-Plus information (exceeds expectations) by communicating in
ways that are more timely, clear, interesting, or creative than its customers anticipate.