DECA Business Law & Ethics Performance Indicators

Employ communication styles appropriate to target audience

- if youth internet, social media, -older- literary materials newspaper etc- 1 identify target audience 2 analyze message you want to communicate 3 calculate the cost 4 choose interactive channels if you want to monitor feedback

Effectiveness of written communications

Effective written communications require some basic considerations: knowing your audience, knowing your purpose, and knowing your subject.

Utilize note-taking strategies

-don't record everything, listen for key points-ask instructor to slow down if necessary-seek further resources later on, as you cannot take notes on everything, or speak with instructor laterAsk yourself= what are the main points? What is informative? What is analytical? What is the lecturer's opinion

Write business letters

-font such as arial or times new roman,, block paragraphing, -include company info such as name and address -date -add the recipients info= full name, title, company name, address -salutation -tone should be brief and professional-dive straight into business, simple and short-be courteous-formal closing, "sincerely", signature, name, title, contact info-enclosures if necessary Write informational messages (CS)-know your topic well, consider your audience and your format-keep it short and simple-provide detail on topic-be open to questions-avoid errors

Choose appropriate channel for workplace communication

-formal communication channel= transmits organizational information, such as goals or policies and procedures. Messages in a formal communication channel follow a chain of command. This means that information flows from a manager to an employee. Examples of formal communication channels are newsletters, business plans, annual reports and employer manuals. Informal=fall outside of the formal chain of command structure. Examples of informal communication channels are quality circles, teamwork and lunchtime in the cafeteria of an organization. Employees can still receive important organizational information but in a relaxed, informal atmosphere Also, channels could be talked about as: Upwards, Downwards, Lateral, Horizontal Up=bottom level staff up to management

Participate in Group Discussions

-maintain eye contact-friendly-let other finish what they are saying-take care of body language and cues-exchange your views confidently when an opportunity comes to you-disagree politely-use simple vocab, no jargon, short and concise1. PrepareIf you know what the topic of the discussion will be, there is a lot you can do to prepare in advance. You can read round the topic to make sure you are aware of the main issues and arguments, and spend some time deciding what your own position is. If you can find any English-language audio or TV materials about the topic, make sure you watch it! You can also do some vocabulary research around the topic so that you can talk about it confidently. Make a list of the nouns, verbs and adjectives that you think will be useful and practise their pronunciation. A lot of online dictionaries have pronunciation help.2. ListenAn effective discussion is one in which people listen to each other. Listening is a very important discussion skill: make sure you listen and respond to what other people have to say. A good discussion is one in which people share and talk about different opinions and viewpoints. It's not a competition!3. Don't dominateMany people make the mistake of thinking that in order to be effective in a discussion, they have to speak a lot. In fact, this isn't the case. In discussions, quality is more important than quantity: in other words, what you say is often much more important than how much you say. If you give other people a chance to say what they think, and then respond with a polite, intelligent comment which you are able to back up, you will gain the respect of your colleagues.4. Back up your pointsIf you make a point in a discussion, you may be asked to explain or support it. You can do this in a number of ways: by providing facts or statistics to support your idea; by quoting expert opinion; by referring to your own experience or simply by explaining why you said what you said. But make sure you are prepared to support what you say, and try to avoid making 'empty' points.5. Learn some useful phrasesThere are lots of useful phrases that you can use in discussions. Here are just a few of them:o Agreeing: You're absolutely right about that.o Disagreeing: I'm sorry, I don't see it that way at all.o Interrupting: Sorry, do you mind if I say something here?o Dealing with interruptions: Could I just finish what I'm saying?o Asking for an explanation: Would you mind telling us what exactly you mean by that?o Asking for more information: Would you mind saying a little bit more about that?o Adding more information: Another point I'd like to make is... There are many more phrases you can learn and use to help you feel more confident in discussions.6. Be politeThe words argue and discuss in English have different meanings. People may get angry and behave rudely or shout or get aggressive in an argument. In a discussion, especially one with colleagues, it's important to stay calm and be polite, even if you feel strongly about the topic under discussion. Using words like please, thank you, I'd like to... May I...? Would you mind...? Could you...? Make you sound polite and respectful.7. Take / make notesIt's a good idea to have a pen and paper handy. You can jot down any useful or important words or ideas that might come in handy later in the discussion - or afterwards.8. Speak clearlyMost people are happy to forgive a few grammar mistakes when they are talking to a foreigner. However, they have much less patience when they can't understand someone because they are talking far too quickly, or much too slowly, or when they have poor pronunciation. So, practise your pronunciation and speak clearly and confidently. If you need time to collect your thoughts, you could say something like Hmmm... just let me have a minute to think about this. Or you could say Could you just repeat that please? to get a bit more time to think.9. Relax!Remember, a discussion is not a competition: it's an opportunity to share ideas in a positive environment. If you are relaxed, you will be more likely to feel confident and enjoy the discussion - and the best way to make sure you are relaxed in a discussion is to prepare for it! Preparing for a discussion can make the discussion a lot easier. You'll be able to spend less time trying to think of vocabulary and ideas, and more time listening to others and participating in the discussion. Speak slowly and clearly, don't worry too much about little grammar mistakes, and remember to listen and respond to other people.

Make Oral Presentations

-make sure you are well prepared, know your content-watch language, keep it simple, emphasizing the key points by repeating them with different phrasing-voice clear, words pronounced clearly-don't rush, speak slowly an dloudly-good body language, stand up straight-interact with audience, have questions and points for discussion ready for them-open to questions, check if they are with you "Does that maek sense"

Select and utilize appropriate formats for professional writing

-many types of business writing formats, advertisements, emails, snail mail, manual writing, recommendations, proposals, papers, summaries, memo, business letters FORMAL OR INFORMAL? Memo: short documents that normally communicate basic info, such as deadlines within an individual office or company, can be informal Business Letters: formal documents, can be used to apply for jobs or deliver information, should be constructed in standard letter format : date, address, salutation, body paragraphs and closing, communicate the bottom line in a concise manner Business plan: Define the work of an individual business or how it will operate, can also be a tool to request funding Business proposal: documents that present an idea or service as a solution for an identified problem, first define the problem and then explain your proposed solution

Give verbal directions

-tell them what you want them to do-watch them do it-correct them if they did something wrong-give further instructions

Write inquiries

1. Address 2. Date 3. Opening greeting 4. Reason for writing 5. Questions asking for specific info 6. Request for extra info 7. Closing: request for a quick answer 8. Closing: greeting and signature

Active Listening

1. Face the speaker. Sit up straight or lean forward slightly to show your attentiveness through body language.2. Maintain eye contact.3. Minimize external distractions.4. Respond appropriately to show that you understand. Murmur ("uh-huh" and "um-hmm") and nod. Raise your eyebrows. Say words such as "Really," "Interesting," as well as more direct prompts: "What did you do then?" and "What did she say?"5. Focus solely on what the speaker is saying.6. Minimize internal distractions.7. Keep an open mind.8. Avoid letting the speaker know how you handled a similar situation.9. Even if the speaker is launching a complaint against you, wait until they finish to defend yourself. The speaker will feel as though their point had been made. They won't feel the need to repeat it, and you'll know the whole argument before you respond. Research shows that, on average, we can hear four times faster than we can talk, so we have the ability to sort ideas as they come in...and be ready for more.10. Engage yourself. Ask questions for clarification, but, once again, wait until the speaker has finished. That way, you won't interrupt their train of thought. After you ask questions, paraphrase their point to make sure you didn't misunderstand. Start with: "So you're saying..."

Organize information

1. Inventory of current content 2. Establish a hierarchical outline of your content 3. Divided the content into their respective units Various online programs for transactions, payroll, accounting and bookkeeping, contracts, corporate records, correspondence, employee records

Identify the basic torts relating to business enterprises

Business torts: civil wrongs committed by or against an organization - involve harm done to the organization's intangible assets (business relationships with clients, intellectual property) Tort of misrepresentation: one party intentionally falsifies a material fact to induce another party to perform/refrain from performing in a certain manner- Embezzling company assets, falsifying financial statements, forging work hours Fiduciary: party charged with acting in another party's best interests If an officer engages in insider trading - guilty of breaching fiduciary duties to the corporation's shareholders.

Explain the rights of workers.

Employees have the right not to be discriminated on because of age, disabilities, gender, genetic predispositions, race, religion, sexual orientation, etc. They should be able to support unions, take medical leaves, file complaints and report unsafe conditions without retaliation. http://www.aflcio.org/Issues/Civil-and-Workplace-Rights/Your-Rights-at-Work

Determine ways of reinforcing the company's image through employee performance.

Employees should know their company's mission and vision an work in a way that demonstrates these.

Ask relevant questions.

Explain your misunderstanding. State what you know. State what you don't know. Sound confident. Speak as well as you can. Always research first. Keep calm. Use the best spelling and grammar possible. Think about what they said. Ask for clarification when you need it.

Extract relevant information from written materials.

Extracting information while reading is a process that consists of three main activities: pre-reading,reading and review. Before you begin to read, determine what you need to know as a result of your reading. Scan the titles, headings, sub-headings, topic sentences and graphics to more efficiently gather and prioritize the information. Always pay close attention to introductions and summaries, as they will keep the information in context. During the pre-reading process, you may want to create your own table of contents based upon the information you are seeking. You can use this as a guide later as you read, and when you review, it can be used as a checklist so you can rest assured that you have covered everything. It helps if you know the terminology involved in the material before you actually start.

Explain the concept of Gross Domestic Product (GDP).

GDP is a measure of the total dollar value of all of the goods and services provided by a country over a year It is important because it shows if the economy is relatively bad or good. http://www.investopedia.com/ask/answers/199.asp

Defend ideas objectively

Getting behind an idea means imbuing it with conviction and passion. This commitment is vital when pushing for an initiative or suggestion that you think is important to implement, and helps bring others to your cause. But when faced with criticism, our instinct is to protect it as you might a child, putting yourself on the defensive. Defending yourself without being defensive is important, as without it you will be opened to additional criticism such as lashing out or shutting down. Maintaining an even keel in the face of skepticism or even hostility is a vital attribute to leadership presence, the kind of aura that you need to radiate if you ever hope to instill followership Be prepared. Whenever you propose an idea there are certain to be people who do not understand the idea, do not like the idea, or simply don't like you. So prepare yourself for objections. Consider who will say what and why. For example, one colleague may say your initiative is cost prohibitive, another might question its efficacy, and another might wonder about its timing. Develop comeback arguments to address concerns. Use such arguments either preemptively (before the criticism is raised) or after the objection is voiced. Be generous. Compliment others for the constructive feedback they are offering. You can do this even when the criticism is more critical than helpful because it shows that you are someone who is above pettiness. Others might be petty, but you are one who takes the high road. That demonstrates strength of character. Be patient. Few, if any, will embrace your idea as much as you have. After all, we all have our own agendas. So be realistic with your timeframe. Know that it will take time and effort to persuade others to adopt your idea. You will hear similar counter-arguments voiced multiple times; expect it. Refine your ideas to reflect that you are listening to others. And remember that patience also requires that you keep your cool.When you encounter criticism, counter with an argument that positions your idea as doing what is best for the organization — not simply yourself.

Explain the concept of leadership.

Good leaders are: Ethical Respectful Objective Open-minded Skilled in the field that they lead Good communicators (both talking and listening) http://www.mas.org.uk/management-advisory-service/what-makes-a-good-leader.html

Write professional emails.

Have a clear subject ine the identifies the purpose of the email, great the person by name (avoid "to whom it may concern"), keep the email short and to the point, and close appropriately. https://www.training.nih.gov/writing_professional_e-mail

Explain the purposes and importance of credit.

Having good or bad credit determines whether or not people can be approved to get credit cards, take out loans, buy cars, start businesses etc. Credit shows how financially responsible a person is based on how they pay their bills and what debt they are in. http://credit.about.com/od/credit101/a/creditmatters.htm

Explain the role of ethics in human resource management.

Human resource departments must work ethically, especially when making decisions about the hiring and treatment of employees. They are responsible for making sure that the company has workplace safety as well as a zero tolerance for discrimination. Ethics in human resource management help the company work better and improve the perception of the company by the public http://en.wikipedia.org/wiki/Business_ethics#Human_resource_management

Explain the concept of competition.

It makes customer service better It gives businesses and individuals a reason to be innovative It identifies the strengths and weaknesses of companies It gives consumers the best good/service for the lowest price http://businessgross.com/2013/01/21/business-competition/

Explain the concept of accounting.

Keeping financial records so that an individual or business can see where their money is coming from, what it is going to, and how they can spend their money more efficiently. http://www.investopedia.com/terms/a/accounting.asp

Handle telephone calls in a businesslike manner.

Know what you're going to talk about so that you don't waste theirs r your time, tell them who you are, talk clearly and confidently, and end the call strong. Thank them for their time http://www.levoleague.com/articles/career-advice/telephone-etiquette-tips

Comply with the spirit and intent of laws and regulations (BL:163) (CS)

Law is a body of rules prescribed by a controlling authority (government) with binding legal force. The law consists of rules that regulate the conduct of individuals, businesses, and other organizations within societies. The law is intended to protect people against unwanted interference from others. In the United States, there are 8 main sources of law and regulations.

Follow oral directions.

Maintain eye contact with the speaker. To follow oral directions you must carefully listen as the directions are presented. Look the speaker directly in the eye to keep yourself focused and listening throughout the time you are receiving the directions. Repeat the words the speaker is saying in your head. Listen actively with internal monologue. As you hear the directions, take them into your head and silently repeat them to yourself. By doing this, you internalize the directions you are receiving. Paraphrase any difficult to understand sections. If the direction giver uses language structures or vocabulary that confuse you, reword the complex sections in your head. By translating the directions into more comfortable language silently you can increase your likelihood of retaining the information. ng process, mentally review all of the steps given to ensure that you remember all of the orally presented directions. Review the mental list you created at the conclusion of the direction giving. Ask yourself if the steps seem logical. If not, you have likely skipped a step. Ask for clarification. If you don't understand something or you feel that you have forgotten part of the instructions, ask questions of the direction giver. By doing so before you begin the task you can avoid potential missteps or mistakes. Complete the described task. Move through your mentally prepared list of steps to complete the process as outlined in the orally presented directions.

Explain the nature of positive customer relations.

Maintaining frequent contact with customer base. Allow easy communication with the customer by being honest, and upcoming. Use rewards systems as well as exceed customer's expectations. http://www.coursepark.com/blog/2012/07/4-reasons-why-customer-service-is-important-for-your-business/

Describe the nature of cash flow statements.

Measure how much money is coming into and going out of a business Shows the business how much profit they are making and shows them where they may need to cut spending to make a higher profit http://www.investopedia.com/articles/04/033104.asp

Interpret other' nonverbal cues.

Notice overall signals. The way someone dresses and habits of grooming can convey clues about who they are, or how they wish to be perceived.Pay attention to posture. This means more than just whether someone sits up straight. Leaning forward expresses interest in interacting with you. Turning away could mean that they do not want to continue the conversation.Understand gestures. Some people pepper their conversation with hand motions to emphasize or enhance their verbal meaning. Gestures often convey the emotional intensity behind words.Tune in to vocal tone. When a speaker's voice becomes high-pitched, it usually indicates excitement or other emotional intensity. Lowering the voice may mean that the speaker is trying to appear more authoritative or influence you as a listener.Watch the expression. Movements of the face, especially the eyebrows, can tell you how someone is reacting to you.

Describe methods used to protect intellectual property

Patents, trademarks, trade secrets, and copyrights

Discuss the measure of consumer spending as an economic indicator.

People decide to spend money, usually, when the economy is good (they have money to spend), and they save money when the economy is bad. http://www.defuncteconomist.com/?p=340

Distinguish between economic goods and services.

Products and services are how businesses get money Products are tangible items like food, clothing, machines, etc. Services are non-tangible things like baby-sitting, tutoring, etc. http://community.selfbookit.com/node/33

Identify factors affecting a business' profit.

Profit Margin: How much a business spends versus how much they make Costs include: Investment costs, operating costs, maintenance costs, material damages, production losses, etc. Other factors include state of the economy (bad economy, people spend less) www.exprobase.com/Default.aspx?page=25

Apply written directions to achieve tasks

Read all of the written instructions all the way through at least once.Understand the written instructions. If you have a question reread the instructions or the part you do not understand. Comprehend what the instructions tell you to do. Do not start to follow the instructions until you are completely clear with them. If necessary, call the person who wrote the instructions and ask any questions you still have. Follow the written instructions. Perform each step of the instructions in the exact order written. For example if the instruction says "take pill 'a' with a full glass of water and then take two pill 'b' with orange juice", make sure you take pill "a" first. Keep the instructions with you as you follow them. Even if you think you will remember them, find and read the instructions. Follow the written instructions at the same time.

Explain the concept of economic resources.

Resources are finite things that companies need to run their business. They incude: Natural resources (land, water, oil, etc.) Human resources (workers) Capital (money, machines, and goods) http://www.tutor2u.net/economics/revision-notes/as-markets-economic-resources.html

Effectiveness of verbal communications

Showing respect, knowing the purpose of why you are speaking, using your voice effectively, using enumeration where appropriate, and providing examples.

Distinguish between using social media for business and personal purposes

Social media for business will promote your business and should be clean, powerful, and positive. Social media for personal use can be to express yourself, in the way that you would like your followers to see.

Explain the role of business in society.

Society needs business to work, even if it is just bartering or trading. Business shapes society (the state of the economy influences the way that people live). Business bring changes and innovations to society. Society also changes business by giving rules that they have to abide by (social norms). http://www.hks.harvard.edu/m-rcbg/CSRI/publications/report_12_CGI%20Role%20of%20Business%20in%20Society%20Report%20FINAL%2010-03-06.pdf See page 7

Explain types of business ownership.

Sole Proprietorship-One individual operating the business alone General Partnership-Composed of two or more people who operate business by sharing expenses and profits Limited Partnership-One or two general partners with one or more limited partners Limited Liability Partnership-When one partner does not have liability for the other partner Limited Liability Company-Is formed by one or more individuals through a special written agreement Corporation-Business operated by a board of directors http://bls.dor.wa.gov/ownershipstructures.aspx

Identify a company's brand promise.

Statement made to customers to identify what they should expect out of a product/service Also called a slogan (Save Money. Live Better. Walmart) http://www.brandingstrategyinsider.com/brand-promise

Explain the nature of balance sheets.

Summarizes a company's assets, liabilities, and shareholders' equity at a certain point in time Allow investors to see what the business owns, what it owes, and how much was invested in the company by shareholders http://www.investopedia.com/terms/b/balancesheet.asp

Customer-service mindset

The belief that providing customers with excellent service should be a business's top priority

Discuss the nature of human resource management.

The department in a business that is responsible for attracting, selecting, training, hiring, and rewarding employees within the business. http://en.wikipedia.org/wiki/Human_resource_management

Write executive summaries

The executive summary component of your business plan exists to give readers an overview of the entire document, allowing them to understand what they can expect to learn. "Investors will read the executive summary to decide if they will even bother reading the rest of the business plan.

Explain the impact of the law of diminishing returns.

The law of diminishing returns states that no matter how much time, human, and capital resources are put into machine for example, there is only a certain amount more of money that the machine will make the company. Businesses should keep the law of diminishing returns in mind so that they do not waste resources on something with a low return rate http://www.thefreedictionary.com/law+of+diminishing+returns

Nature of Agency Relationships

The legal relationship between two or more persons, where Person 1 (the principal) provides Person 2 (the agent) with the authority to act on Person 1's behalf and in a manner that promotes Person 1's best interests (known as fiduciary duties). The relationship between a client and an agent usually arises by an express agreeement, wherein the client conferes authority upon the agent to act for him or her in dealing with third parties in exchange for a fee.

Analyze the impact of job specialization/division of labor on productivity.

The more job specialization there is, the more productivity increases http://smallbusiness.chron.com/specialization-labor-can-lead-increased-productivity-12347.html

Discuss the role of ethics in accounting.

The nature of what accountants do requires a high level of ethics because accountants work with people's money "Knowledge of ethics can help accountants and auditors to overcome ethical dilemmas, allowing for the right choice that, although it may not benefit the company, will benefit the public..." http://en.wikipedia.org/wiki/Accounting_ethics

Explain the time value of money.

The principle that money now is better than money later http://www.investopedia.com/articles/03/082703.asp

Discuss the role of administrative law.

The procedures determined by a government agency involving operations, rules, etc. The procedures are unique to each government agency, and can only be challenged once a member of the public has gone through every administrative appeal. http://www.oal.ca.gov

Adapt written correspondence to targeted audiences

To adapt written correspondence to a target audience, you need to make sure that it appropriately written, written with just the jargon that the audience would understand, and written for the audience's reading (because why would a CEO read something that was meant for a production line supervisor).

Explain marketing and its importance in a global economy.

To remain competitive, companies must often market their product to the entire world, instead of just a small group The product, price, placement, or promotion of a product or service will vary across the world By marketing globally, companies like Coca-Cola and Starbucks are known and trusted worldwide https://www.boundless.com/marketing/an-overview-of-marketing/importance-of-marketing/the-global-economy/

Explain the types of economic systems.

Traditional: bartering and trading resources, goods, and services Command Economy: government controls the economy by how to use and distribute goods and services Market Economy: each person makes their economic decisions; government does not control who buys what; based on the laws of supply and demand Mixed Economic System: Market based economy where the government controls some aspects of what is sold, and who can buy http://www.shmoop.com/economic-systems/types.html

Select and use appropriate graphic aids

goal is to make the data stand out on the page, and do make the data support the main purpose of the document as clearly and strongly as possible -we want the reader to grasp the speakers ideas and opinions from their words, and then turn to the graphics for support of those ideas and opinions, sending them back to the words, and so on -graphics must be visible, must not be too detailed as attention must be on text -Tables, Graphs and Charts, Photos, Drawings and diagrams

develop rapport with customers

mutual friendliness,trust,interest in well being,customer preferences

Provide legitimate responses to inquiries

-answer in a professional, friendly voice and state your role and companyListen carefully to what they have to sayUse your knowledge, if unknown know when to escalateThank them for their time-gently take control of the conversation, keeping answers concise and focused on your product/service

Edit and revise written work consistent with professional standards

-consider after reading: is my purpose clear? Have I considered the questions and concerns of my audience? Have I written in a appropriate format? Have I included sufficient examples and supporting details?-examine as a writer: that your intro and conclusion are appropriate, that your paragraphs flow and are organized-after, check for run on sentences, overused words, spelling and typos

Write business letters.

A business letter must include: Sender's address Date (21 August 2013) Inside Address Salutation Body (written in block format) Closing Signature http://owl.english.purdue.edu/owl/resource/653/01/

Describe the nature of legally binding contracts

A contract is an agreement between 2 or more parties to do, or refrain from doing, some action. A contract must have 3 things: an offer, acceptance, and consideration. One party must make a clearly stated offer to another party. The offer must be accepted. Something of value must be promised in exchange for a specific action or non-action.

Describe the impact of a person's social media brand on the achievement of organizationalobjectives (CS)

A person's social media brand can market the company, allow you to connect with customers, and give the company an image.

Participate in problem-solving groups

A problem solving group is where you get together to solve problems within a group so that you can hear the opinions of other people as well as your own views.

Describe the nature of income statements.

A statement that shows how much a business has made in a certain accounting period Shows the net profit or net loss incurred during a time period http://www.investopedia.com/terms/i/incomestatement.asp

Nature of import/export law

A tax collected on imports and some exports by the customs authorities of a country. This tax is used to raise state revenue. It is based on the value of goods called ad valorem duty or the weight, dimensions, or other criteria of the item such as its size.

Demonstrate active listening skills (how to be a good listener).

Active listening includes listening, clarifying, and giving feedback Make eye contact Lean forward and demonstrate appropriate body language (nodding, not crossing arms, smiling) Be able to paraphrase what the speaker has said, and repeat their biggest points back to them Ask questions of clarification to show that you are listening Be empathetic, open, and aware Get rid of distractions http://www.twu.edu/downloads/counseling/E- 8_How_to_be_a_good_listener.pdf

Explain communication techniques that support and encourage a speaker.

Active listening, taking notes, and nonverbal cues such as eye contact.

Explain the nature of global trade.

Also called international trade, it is the exchange of goods and services across international borders Effected by industrialization, globalization and outsourcing Causes new competition to arise and innovations to be made http://en.wikipedia.org/wiki/International_trade

Analyze company resources to ascertain policies and procedures.

Analyze company resources to ascertain policies and procedures. Review the policies and procedures related to the information system to see how well they are working. Identify any weaknesses. As technology changes so quickly, it is important to have the policies and procedures reflect that. If, for example, the policy and procedures manual states "All employees will back-up their files on Friday before they leave work," you may want to delete it in view of the automatic back. Solicit opinions from the information system stakeholders as to whether the policies and procedures work. Determine how they see the juxtaposition of the policies and procedures in relation to the information system. This data can be collected by sending an email survey or asking people is they think the system is working well. Schedule a general staff meeting to review the policies and procedures if employees don't think the existing ones are working properly. The more input you have for revisions to the policy and procedures for the information system, the more people will feel "ownership" about the process and adhere to the manual. Follow up on any changes or revisions to the policies and procedures for the information system with an email to all staff. This will make ensure everyone is aware of exactly what changes have been made, and how they can work with the alterations that will affect them.

Identify sources that provide relevant, valid written material.

Apply the REVIEW concept to sources. R: Relevance, E: Expertise of Author, V: Viewpoint of Author/Organization, I: Intended Audience, E: Evidence, W: When Published.

Handle difficult customers, and customer complaints.

Be patient and put the customer first. Listen first to the customer and empathize with their position/complaint, restate their problem and go about solving the issue or providing the customer with someone who can solve the issue. https://www.helpscout.net/blog/customer-complaints/

Explain types of investments.

Bonds: by purchasing a bond, you are lending money to a company or business—in return the company or government will eventually pay you back Stocks: by purchasing stock, you are essentially buying a piece of the company, so you can vote as a shareholder and say what the company can or cannot do Mutual funds: a collection of stocks and bonds that is held by a group of people. By investing in a mutual fund you are sharing in your part of the risk and your part of the reward http://www.investopedia.com/university/beginner/beginner5.asp

Explain the concept of public enterprise.

Business activities that are created and controlled by the state E.g. Colorado decides that there is a need for a DMV, so they build one and hire employees to work there; all of the DMV's activities are controlled by the state http://www.thefreedictionary.com/public+enterprise

Explain the concept of private enterprise.

Business activities that are not controlled by the state E.g. Bob decides to open up a car garage, the state does not own his garage http://www.thefreedictionary.com/private+enterprise

Explain the nature of business ethics.

Business ethics is important to making the general public happy about what happens in the business world (public relations). Business Ethics: creates a good reputation balances the needs of the stakeholders with the needs of the company helps the business thrive in the global economy helps to retain employees keeps the business from being penalized under the law http://www.slideshare.net/birubiru/meaning-and-nature-of-business-ethics (Pages 4 through 7)

Determine the relationship between government and business.

Business influences the government by: Choosing whether or not they will back certain politicians, and therefore, certain ideas Forming trade unions By making political action committees Effect government policies with their large investments Governments influence businesses by: Making laws and regulations that determine what can be sold, who can buy it, etc. Having government agencies that help workers, small businesses, and people who are trying to get jobs. http://edu-article.blogspot.com/2012/12/government-and-business-organizations.html

Discuss the nature of law and sources of law in the United States.

CONSTITUTIONS (A charter that establishes the government and the rules under which the government must run. Everything in the constitution must be followed), STATUES (Federal acts or laws enacted in all 50 states), REGULATIONS (Provides the rules for how a law will be applied and enforced), and CASES (Legislatures may write broad statutes and allow judges to interpret the meanings of the laws).

Identify desirable personality traits that are important to business.

Creative—you have to think outside of the box so that you're ahead of what everyone else is doing Dependable—do what you say you will do so that others will respect your word Compassionate—in business, you have to deal with a lot of people, and they will respect you more if you are compassionate Enthusiastic—having the right attitude will help you to be the best Motivated—being self-motivated makes you more effective Curious—curiosity may lead to great innovations Resilient—you have to accept that you will fail, and you can let those failures make you better Confident—do not be obnoxious or arrogant but believe in what you are saying http://www.businessinsurance.org/8-personality-traits-of-effective-business-people/

Nature of customer relationship management

Customer relationship management involves finding customers and keeping them satisfied through a variety of means. Customer relationship software is often used to record all contacts (verbal & written) made with the customer, attempted & successful contacts, and notes/follow-up, etc. so that all salespeople can keep with all customers and their relationship/history with the company.

Use data visualization techniques (e.g., infographics, linked charts, etc.)

Data visualization is the easiest way to understand data. Instead of looking at data on a report, it is much easier to look at data on an infographic, chart, or table that is easy to read. For example, you can use a graph for profit, a pie chart for budget, etc.

Debtor-Creditor Relationship

Debtor-borrows/owes money Creditor-loans/Is Owed Money Debtor-creditor relationships are created in one of two ways: voluntarily or involuntarily. Voluntarily. Most of our debtor-creditor relationships arise from voluntary interactions. ... If the payments aren't made, the creditor can often force the sale of the house to satisfy the mortgage debt. Involuntarily. An involuntary debt arises by operation of law or judicial proceedings. For example, if the employee of a small business is at fault in a traffic accident and injures someone, the business can be required to compensate the injured person.

Describe the United States' judicial system.

Depends on adversarial system of justice in which two different litigants present their case before a neutral party, allowing the judge or the jury to determine the truth. http://people.howstuffworks.com/judicial-system.htm

Explain how digital communications (e.g., email, text messages, chats) exposes business to risk

Digital communication is not as safe since it has a tendency of being hacked. If your digital communication is not safe and encrypted, then someone could be able to hack into your messaging server and see all of your confidential business information that has been sent over digital communication.

Explain the employee's role in expense control.

Employees have a big impact on how much money their business spends. They should: Help the company save when travelling (if applicable) Control the energy costs by turning of lights and putting their computers to sleep Not waste office supplies Take care of what they use (desks, break room, etc.) Keep their printing to a minimum Accept temporary reduced work hours http://smallbusiness.chron.com/can-staff-decrease-expenses-company-15414.html

Explain the principles of supply and demand.

If there is a large quantity of an item and a low demand for the item, prices will be lower. (Think pencils) If there is a low quantity of an item and high demand for the item, prices will be high. (Think diamonds) http://www.ehow.com/how_8185693_explain-law-supply-demand-kids.html

Describe the economic impact of inflation on business.

Inflation causes businesses to: Increase their costs in order to still make a profit Lose a lot of customers because the customers do not want to pay the higher price http://premium.docstoc.com/article/89448302/Causes-and-Effects-of-Inflation-on-Your-Business

Describe the nature of environmental law

Law for the regulations of the environment. These laws are used to safeguard the environment from human activity. http://en.wikipedia.org/wiki/Environmental_law

Describe health and safety regulations in business.

OHSA (The Occupational Safety and Health Administration) is a government agency that tries to make sure that workplaces in America are safe Businesses are required to provide their employees with consistent protection from harm http://smallbusiness.chron.com/osha-employee-health-safety-regulations-2646.html

Describe the marketing functions.

The 7 marketing functions are: Distribution Financing Marketing Information Management Pricing Product and Service Management Promotion Selling

Describe the nature of legal procedure

The accused, once indicted, is to face a fair and speedy trial with a jury present and a judge presiding. S/he has the right to an attorney and is not required to testify as per the Sixth Amendment of the U.S. Constitution and the Miranda rights.

Explain the nature of overhead costs.

The term for all of the expenses for which a business must pay on an on-going basis to keep their business running, not including the cost of materials, labor, or third-party expenses. Ex. Rent, utilities, insurance. http://www.investopedia.com/terms/o/overhead.asp

Explain career opportunities in entrepreneurship.

There is opportunity to make a lot of money, be your own boss, have total authority, make an impact on the economy and on society, to leave a legacy, and to know that you have done a great accomplishment. http://www.inc.com/ilya-pozin/10-best-reasons-to-be-entrepreneur.html

Describe concept of insurance.

When you buy insurance, you agree to a policy that says that if something happens to whatever you have insured, it will be fixed, replaced, or protected up to a certain amount http://www.iiminfo.org/CONSUMERS/HowInsuranceWorks/tabid/1714/Default.aspx

Prepare sample written reports.

Written reports should include: Title page Abstract (brief summary of findings) Introduction (what the problem was) Materials and Methods (what you used and what you did) Results (your findings) Discussion (what it all means) Conclusions (summary) References (cite EVERYTHING!) http://www.columbia.edu/itc/seas/E3810-lab/wreport.html

Describe legal issues affecting businesses

Wrong Termination Lawsuits - former employee sues if (s)he believes (s)he was unjustly fired Harassment/Discrimination Cases - employee/customer was harassed or treated inferiorly due to demographic differences Immigration Audits - requirement of businesses to file Form I-9 in order to verify employee eligibility Intellectual Property Issues - disputes over ownership of trademarks, copyrights, and/or patents Dissatisfied Customers - consumers feel misled and deceived

Nature of Business Ethics

a form of applied ethics or professional ethics that examines ethical principles and moral or ethical problems that arise in a business environment. It applies to all aspects of business conduct and is relevant to the conduct of individuals and entire organizations.

Nature of customs regulation

a tariff or tax imposed on goods when transported across international borders. The purpose of Customs Duty is to protect each country's economy, residents, jobs, environment, etc., by controlling the flow of goods, especially restrictive and prohibited goods, into and out of the country.

Nature of staff communications

exchanging information for your company's success allowing you to communicate with employees and customers

reinforce service orientation through communication

concern for customers,enthusiasim