Sample Q&A Flashcards
Podcasts
Prerecorded audio clips
Certification
A credential awarded after an exam
License
A credential awarded by a licensing agency
Educational Certificate
A credential awarded by a training provider
Assessment-Based Professional Certification evaluates…
knowledge, skills
Assessment-Based Certificate focuses on…
education/training
Certificate of attendance or participation
Given to those who have attended a class
Certificate of completion
Completing requirements of class usually with a final exam
Organization
People working to achieve individual/collective goals.
Communication
Sharing of meaning between two or more people.
Formal Communication
Messages spread down, up, horizontal
Downward Communications
Messages sent from management to employees.
Upward Communications
Messages sent from employees to management.
Horizontal Communications or lateral
Messages traveling from employee to employee, manager to manager, or executive to executive.
Informal Communications
Conversations people have with each other
Written Communication
Non-verbal, on paper or electronic
Oral Communication
Face-to-face communications; speaking
Visual Communications
Physical expressions and charts-diagrams
Nonverbal Communication
Communication without speaking
Audio-Visual Communication
Combines two media
Computer-Based Communication
Video conferences, websites, e-mail
Frame of Reference
Values, experience, customs someone uses to evaluate data & guide behavior.
Interpersonal Communication
The way information is exchanged with others - not just what, but how
Communication Model
sending/receiving messages from one person to another
Physical Noise
Environmental conditions (noise level/temperature)
Psychological Noise
Anything that makes it difficult to understand message
Transactional Model of Communication
Continuous exchange of information
Stakeholders
Individuals or groups interested in company.
Intrapersonal Communication
How you analyze a situation and use the information.
Deductive Reasoning (aka: Top-Down Reasoning)
General conclusion to a specific conclusion.
Inductive Reasoning (aka Bottom-Up Approach)
Specific observation to a broad generalization.
Effective Listening
Strengthens, innovation, manage growing
Content Listening
Understand and retain what’s been said
Critical Listening
Clear understanding of message
Empathic Listening
Understand feelings, needs, wants
Active Listening
Truly hearing and understanding what’s been said; turn off filters
Situational Leadership
Adapt leadership style to needs of team rather than expecting others to bend to their approach.
Autocratic Leadership
Gives instructions, makes all important decisions, and makes sure staff comply.
Democratic Leadership
Values input from team. Facilitates conversation and reports on decision.
Laissex-Fair (French for “let go”)
Minimal contact with employees during the day.
Frederick Taylor was a __________ who was known for _____________ and _____________.
Mechanical engineer, improve industrial efficiency.
Scientific Management, Time and Motion Studies
Scientific Management
workflows, improve economic efficiency.
Time and Motion Study
productivity standards (Frederick Taylor)
Henry Ford
Assembly line.
Hawthorne Studies
social beings rather than mechanical beings.
Experimenter Effect
modify/improve behavior in response to awareness when being observed.
Social Effect
Separated from the rest; given special treatment.
Bank Wiring Room
Study social effects.
Technical Skill
Knowledge about specific work.
Human Skill
Ability to work with people.
Conceptual Skill
think, analyze, understand complicated ideas.
Situational Approach to Leadership
No one best way to lead others. Depends on characteristics of followers.
Tells, Sells, Tests, Consults, Joins, Delegates, Abdicates
The Leader Tells
Autocratic style (teams are new, inexperienced, weak)
The Leader Sells
Maintains control, convincing members of decision and need to take an action.
The Leader Tests
Explains problem, comes up with idea, checks with the team to determine expertise.
The Leader Consults
No need to have an answer ready. Invites team to problem solve together.
The Leader Joins
No longer owns problem. Leader nudges to outright ownership.
The Leader Delegates
Knows there are problems but gives the team the green light to find answers.
The Leader Abdicates
Gives full responsibility to team, accountability still rests with leader.
Hersey-Blanchard Situational Leadership Model
Adapts leadership style to maturity of person attempting to lead.
Trait Approach
Focuses on person, looking at one-way process rather than interaction.
Skills Approach
descriptive, behavioral, Abilities, knowledge, skills learned are important to leader.
Directing Style
Goal achievement, giving followers instructions then supervise closely. (Hersey-Blanchard Model)
Coaching Style
Achieving goals and emotional needs of their team. (Hersey-Blanchard Model)
Supporting Style
Focus on goals, also hones the skills of followers through praise, listening to criticism, allowing input, providing feedback, and recognizing achievement. (Hersey-Blanchard Model)
Developing Style
Hands-off leadership style. After decisions are made, task completion is the responsibility of the follower with little intervention. (Hersey-Blanchard Model)
Transformational Leadership
Leadership that transforms people.
Emotions, values, ethics, standards, long-term goals.
Cognitive Dissonance Theory
Tension when an person’s behavior is inconsistent with thoughts and beliefs.
Communication Accommodation Theory
When two speakers adjust their communication styles.
Symbolic Interaction Theory
Motivated to act based on the meanings they assign to people, things, events.
Uncertainty Reduction Theory
Strangers meet, primary focus is to reduce levels of uncertainty.
Maslow’s Hierarchy of Needs
Motivated by five main needs, once first need is met, the person will work to achieve the second.
(Abraham Maslow)
Hierarchy of Needs Pyramid
(1) Self-Actualization
(2) Esteem
(3) Love/Belonging
(4) Safety
(5) Physiological
Maslow’s Hierarchy of Needs in an Office Environment
(1) Physiological
(2) Safety
(3) Love/Belonging
(4) Esteem
(5) Self-actualization
External Customers
Those who purchase products or services.
Internal Customers
The employees within a company.
Customer Service
Act of assisting consumers with needs.
Channel
The way the message travels.
What are the Customer Service Communication Channels
Telephone Voice mail Text messaging Email Face-to-face meetings
Salutation
Form of greeting
How to respond or deliver negative news…
- Clearly explain the problem
- Remain professional
- Show you understand
- Show you are handling the situation fairly
What are the 2 Negative News strategies in Written Communications
Direct
Indirect
Direct Strategy
strongest approach, bad news first
Indirect Strategy
softens the receipt of bad news
Buffer
Reduces pain of bad news.
Describe Conflict Resolution
Listen carefully
Offer resolution
Correct mistake
Thomas/Kilmann Model of Conflict Management Styles
How much concern we have for ourselves vs. others.
Competing Conflict Management Style
Thomas/Kilmann Model
Highly assertive and slightly cooperative.
(Best to use:
- quick, decision action required
- important issues
- issues vital to company welfare)
Accommodating Conflict Management Style
Thomas Kilmann Model
Slightly assertive and highly cooperative.
(Best to use:
- you are wrong
- issue much more important to other person than you
Avoiding Conflict Management Style
Thomas/Kilmann Model
Slightly assertive and slightly cooperative.
(Best to use:
- issue is trivial
- no chance of satisfying your concerns
- important to let people cool down)
Compromising Conflict Management Style
Thomas/Kilmann Model
Some assertiveness and cooperativeness
best to use:
outcome is not crucial and you are losing time
Collaborating Conflict Management Model (Thomas/Kilmann Model)
Somewhat assertive and somewhat cooperative.
(Best to use:
- goals are moderately important
- two opponents with equal power are strongly committed to mutually exclusive goals, as in labor-management bargaining)
Soft Skills
Personal attributes
positive attitude, self-confidence, leadership
Hard Skills
Specific skills learned
graphic design, writing, software design
Chronological Resume
Experience in order of most recent to oldest.
Functional Resume
Skills and qualifications.
Cover Letter
Explains why uniquely qualified for the job.
What is the Ideal Team Size
Four to five (diverse) members
Working Functional Teams
Divided by function. The backbone of an organization.
Management Teams
Often the Board; discuss strategies
Self-managed Self-directed Teams
Groups working without direct supervision.
(Ad Hoc) Temporary Special Purpose teams
Formed to help with a particular situation.
Task Force
Formed to find a solution to a problem w/ a deadline
Committee meetings
reviews special projects; sometimes cross-departments
Work Forces/Work Groups
Achieve common goal. Operate under leader appointed by members.
Cross Functional Multifunctional Teams
People from different areas of expertise to achieve a common goal.
Virtual Teams
Work in various locations connected computer network.
5 Team Development Stages
- Forming
- Storming
- Norming
- Performing
- Adjourning
Forming
Get to know each other and decide what they need to do.
Storming
Competing, learning to work together, can have conflict, some teams never get past this point
Norming
Start to work together, trust each other, seek out input.
Progress is made
Performing
Highly performing team. Trust and work well together
Adjourning
Project comes to an end. Successes and failures reviewed/evaluated.
Team Dynamics
Psychological forces influencing a team’s behavior and performance.
Social Network
Informal connections among people in a group.
Assessment Tools to Help Identify People’s Skills and Abilities
- DiSC (work productivity, teamwork, communication)
- Myers Briggs (personality test)
- StandOut (team assessment tool)
- StrengthsFinder 2.0 (assessment tool by Gallup)
- True Colors (personality temperament)
Group Decision Making Model - 4 stages
Leigh Thompson
- Orientation (define problem, set goal, plan process)
- Discussion (gather info, identify/evaluate alternatives)
- Decision Making (choose group decision)
- Implementation (adhere to/evaluate decision, seek feedback
Groupthink
Team values conformity/consensus more than other criteria (reality/ethical/moral standards)
Collective Rationalization
Group ignores warnings about decisions.
Escalation of Commitment
Problem exists, instead of solving it/changing course, they persist in making it work.
The Abilene Paradox
Making a choice together that none would have made on their own.
Six Causes of Self-Limiting Behavior
- Someone with expertise
- Compelling argument
- Lack of confidence
- Meaningless decision
- Pressure from others
- Dysfunctional decision-making
Group Polarization
Move toward a more extreme version of the position they held before the discussion began.
Ethics
Accepted principles of conduct.
Business Ethics
Behaviors and values that govern a business environment.
Stressor
Something that causes stress.
Stress Threshold
The level of stress that, when reached, will affect a person’s performance.
Self-esteem
How you view self-worth.
Morale
How happy you are in your job or task
Listening Skills
Really hearing what the other person is saying w/o distractions
Semantics
Relationship between words and meanings.
Abraham Maslow
Researcher of human motivation.
Hierarchy of Needs
Self-actualization
Need to be the best that you can be based on potential.
Frederick Herzberg
“…two sets of needs: …animal, to avoid pain and …human, to grow psychologically”.
Herzberg’s Hygiene Theory
Maintenance Factors in the Workplace
Factors in work environment that cause satisfaction or dissatisfaction.
Douglas McGregor
Theory X and Theory Y (worker motivation)
Theory X Management
Assumes employees are lazy and will avoid work.
Theory Y Management
Seek and accept responsibility; self-control/direction; accomplish objectives
Theory Z (William Ouchi)
Combines Japanese and US management.
reduce turnover, increase commitment, improve morale/ productivity
David McClelland’s three motivational needs:
achievement, affiliation, and power.
Power
Need to lead and make an impact.
Personal Power
Belief that someone has power over others.
Institutional Power
Direct their teams to further the objectives.
Leadership
Inspiring to accomplish a goal.
Management
planning, organizing, leading, controlling
Coaching
Person with more experience assisting someone to develop skills.
Mentoring
Someone with more experience teaching/guiding someone willing to learn.
Coercive Power
People who have the means to punish someone.
Connection Power
Knowing powerful people.
Expert Power
Extremely skilled at his or her craft.
Informational Power
Having information someone else needs.
Legitimate Power
People who have earned a high position.
Reverent Power
Those who are respected.
Reward Power
Hand out plum job assignments, pay raises, other benefits.
Persuasion
Influencing someone to do something.
Change Management
Help employees reach goals by adapting/controlling/ affecting change
Public Speaking Anxiety
Stage fright; nervousness, shaking, sweating, dizziness.
Overcoming Public Speaking Anxiety
- Know your topic
- Get organized
- Practice
- Visualize your success
- Breathe deeply
- Focus on your material
- Don’t fear silence
- Recognize your success
- Join a group
Demonstrative Speech
How to do something.
Informative Speech
Inform audience and make sure they really understand
Persuasive Speech
Convince someone to do something; usually mix of information and opinion.
Entertaining Speech
Primarily for enjoyment.
Briefings
Overview about a proposal, issue, problem, or project.
Reports
Deliver information; simple or elaborate.
Virtual Presentation
Technology to meet with others in real time.
Webinar
Real-time presentation with others across the country.
Parts of a Speech
Introduction, Body, Conclusion
Ways of Organizing a Speech
Chronological Geographical Topical Comparison Journalistic
Visual Aids
charts, maps, or models, objects, drawings, or photographs
Presentation Slides
colorful backdrop for presentation, illustrates main points,
helps people remember the message
Steps for Designing Presentation Slides
- Choose a template
- Choose font styles (generally no more than two)
- Choose text size (between 24 to 36 point)
- Choose the title size (can be larger than 24 to 36 point)
- Choose font color
- Choose backgrounds
Preparing Presentation Slides
- Outline your ideas
- Design your slides
- Place appropriate copy on each slide
- Place graphics
- Add special effects sparingly
- Use hyperlinks in the presentation to other websites that contain supporting materials
- After the presentation, post the PowerPoint or webinar to a website so attendees can review the presentation
Do’s and Don’ts for Creating Presentation Slides
- six bullets per slide
- no all caps
- phrases as opposed to full sentences
- simple font
- summarize what you want to say on the slides
- few animation effects
- pick a style and stick to it
Handouts
Information you want the audience to take home and refer to later.
Credibility
Being reliable and trustworthy
Impromptu Speech
Giving a speech without warning
Globalization
Buying and selling internationally.
Cultural Norms
Behaviors typical of a particular group.
Ethnocentrism
Believing your ethnic or cultural is better than anyone else’s.
How to Create a Diverse Workplace
Sensitivity training Celebrate differences Understand your own cultural Do not assume Find similarities
Etiquette
Set of behaviors that guide formal situations.
Colloquialisms
Words or phrases used in informal conversation.
Power Distance
How respect is shown based on position.
Body Language
Gestures and facial expressions.
Virtual Assistant
Assists clients in different locations on a contractual basis
Mission Statement
Explains why the company exists and what it hopes to achieve.
Vision Statement
Big, long-term goal.
Strategic Planning
course to take over next year and beyond. Set priorities, focus energy, work toward common goal.
SWOT Analysis
Technique to help identify Strengths, Weaknesses, Opportunities, and Threats.
What are SMART Goals
Specific Measurable Achievable Realistic Time related
Scrum
Daily, 15-minute mtg. done since last meeting, what are obstacles, work on until next meeting.
Corporate Policy
How leadership interacts with employees and customers.
Employee Handbook
Company’s policies and procedures
Six Sigma
Techniques and tools for process improvement.
Motorola 1986; empirical and statistical methods
TQM (Total Quality Management)
System for a customer-focused organization that involves all employees in continual improvement.
Reengineering
Reviewing the way of doing business and how to improve it.
Contract
Terms of employment that spells out rights and responsibilities.
Employment At-will Clause
Right to fire or quit for any reason.
Items employees may be expected to sign or abide by
- Contract
- Code of ethics
- Company policies and procedures
- Confidentiality or non-compete-clauses
Implied Contract
Non-written contract between employees and employers; has been agreed to
Confidentiality Clauses
Cannot disclose confidential info.
Corporate Espionage
Sharing proprietary knowledge
Non-compete Clause
Can’t join competition or start a competitive business for certain time after leaving
(NDAs) Nondisclosure Agreements
Signed before business specs may be discussed.
Grievance Process
Allows complaints to be aired internally before they are made public.
Mediator
Go-between in a grievance process
Arbitrator
Judge in a grievance process
Due Process of Law
Right to a fair trial.
CBA (Collective Bargaining Agreement)
Procedures for filing/resolving grievances between employees and employers.
Trade Union
Represents workers to achieve common goals.
Right-to-work
Nonunion employees not forced to join a union.
Union Shop
Business that requires union-only labor
Strike
Work stoppage
Strikebreakers Scabs
Work instead of strike.
Correspondence
written or digital communication.
Business Letters
company stationery; formal; permanent record.
Document
written matter that records information to be referenced later.
Report
An account of proceedings, transactions, or event.
Informational Report
Data, facts, and information; no analysis or recommendations.
Analytical Report
Data analysis about trends and operations.
Efficient method to send messages for prompt response, provides a record.
Email Address
Username and domain
Email Components
- Recipient
- (cc) or (bcc)
- Subject Line
- Greeting
- Message Body
- Closing
- Attachments (optional)
Memo
Communicate information internally; confidential, sensitive, or signature.
Template
A starting point for documents or flyers/forms.
Transactional Documents
Legally binding records re: transactions between businesses & customers.
Financial Report
Document re: financial results, condition, and cash flows.
Cash Flow Statement
Shows income as well as cash expenses during a certain period of time
Statement of Owner’s Equity
Owner’s capital at the beginning and end of a period of time
Editing
Reviewing work to see whether the content is clear. Aka evaluating content
Proofreading
Punctuation, grammar, spelling mistakes. Aka guarantee accuracy
Formal Documents
Communicating facts; part of official record; specific style and format.
What are Reports?
- Progress Report
- Analytical Report
- Compliance Report
- Written Proposal
- Informal Report
- Formal Proposal
- RFP (Request for Proposal)
- Planning Document
- Memo
- Business Letters
- Notes
Informal Documents
Shorter than a formal document; resembles a substantial letter or memo.
Progress Report
aka Process, Periodic, Recurring
Written update for a project; purpose and nature; provides some background
Compliance Report
Complying with guidelines, regulations, or legislation
Written Proposal
What a company can do for a potential client.
Informal Report
One and three pages; formatted similar to letter/memo, direct approach, no prefatory sections
Formal Proposal
Several to a couple hundred pages, supporting documents: RFP, summary, title page, table of contents, appendix.
Planning Document
Organize a project, lists milestones.
Notes (Minutes)
Taken during a meeting, attendees and absentees, previous minutes, motions/votes, recorders name
Summary
Highlights most important information.
Text Messages or Instant Messaging (IM)
Quickly exchange information using a smartphone or Internet in real time.
Flyer
Inexpensive way to make an announcement about an event, service, or product
Style Guides
Manuals on basic rules of writing
The Elements of Style (aka Strunk and White), The Gregg Reference Manual, The Chicago Manual of Style.
Tips for Editing Written Communication
Corrections can be done on paper or electronically. No black ink, use proofreader’s marks, and track changes.
Gunning Fog Index
Document Readability
Readability formula to determine reading complexity. Ideal score is 7 or 8. Above 12 is too hard for most people (Robert Gunning)
Copyediting
Correcting errors and making it editorial style
Editing Checklist
Check each paragraph (clear purpose, support main point, strong conclusion)
Check each sentence (clarity, grammar, active voice)
Check the wording (unnecessary words, technical words, abbreviations, use of pronouns)
Proofreading Checklist
- Run spell/grammar check
- Concise wording
- Check spellings & punctuation
- Proper capitalization
- Look for consistence
- Margins
- Bullets placed consistently & punctuated consistently
Copyediting Checklist
- Follow company style guidelines
- Fact check
- Names, facts, figures, times, dates correct and consistent
Redundancy
Saying the same thing two different ways
Grammar
Set of rules for clauses, phrases, and words.
Nouns
People, animals, concepts, and things
Pronouns
In place of nouns (he, she)
Verbs
Convey action, also include being/helping/possession words
Adjectives
Modify nouns and pronouns; which, what kind, how much
Conjunctions
Join words together to show adding a thought (and, but, or, so)
Prepositions
Link words to show relationships (about, on, under)
Interjections
Short words: Great!; used alone or in short phrases to show emotion or add emphasis.
Parts of a Proper Sentence
Subject Predicate Verb Tense Dangling Modifiers Independent Clause Parallelism Paragraphs
Subject
Who or what the sentence is about
Predicate
Modifies the subject; includes the verb and objects/phrases governed by the verb.
Verb Tense
What time it is in a sentence: present, past, future
Dangling Modifiers
Word or phrase that modified a word NOT clearly stated in the sentence.
Independent Clause
Complete thought; can stand alone as a sentence.
Parallelism/Parallel Structure/Parallel Construction
Helps readers understand how two or more parts of a sentence are related.
Paragraphs
Opening sentence followed by supporting statements.
Punctuation
Making a sentence clear using spaces, capitalization, and symbols.
Comma (,)
Join two independent clauses with a coordinating conjunction (and, but, or, yet), to divide list of objects
Colon (:)
After independent clauses to show what is coming next. A signal for the reader to pay attention
Semicolon (;)
Links closely related independent clauses or sentences that are not joined with conjunction
Period
Used when you make a statement, request, command
Question mark (?)
Used when asking a question
Exclamation Point (!)
Used when showing strong emotion or significance
En dash (-)
One dash to specify any kind of range in numbers
Em dash (–)
Two hyphens together to separate or highlight a thought.
Hyphen (-)
Joins words or separates syllables in a single word
Parentheses ()
Used to clarify or provide secondary information
Brackets []
Used to insert your own words into quotes or enclose a set of words that are already inside parentheses.
Capitalization
Sentence is about to start or the proper name of a person or place is being used.
Apostrophe
To show something belongs to someone. If the word already ends in s, just add the apostrophe.
Common misspelling mistakes
Affect (to act on) / Effect (result produced by something)
All right / Alright (“all right” is correct)
Its (third-person singular possessive adjective) / It’s (contraction of “it is”)
Passed (past tense of the verb “pass” / Past (refers to time or place)
Then (indicates time) / Than (used as a conjunction or preposition)
There (location / Their (possessive pronoun for “they”)
Too (also) / To (indicates movement or action
Your (possessive of “you”) / You’re (contraction of “you are”)
Were (past form of “to be”) / We’re (contraction of “we are”)
Who’s (contraction of “who is”) / Whose (possessive form of “who”)Affect (to act on) / Effect (result produced by something)
Active Voice
subject performs the action.
Passive Voice
subject receives the action.
Rules for Capitalization
Titles before a name are capitalized:
Proper names of places are capitalized:
Proper names are capitalized:
Proper names or organizations such as colleges, businesses, associations, governmental organizations, and departments are capitalized
Geographical regions, but not areas or directions, are capitalized
Primary Research
Collecting information through surveys, records, observations
Secondary Research
Reading books/periodicals or searching the Internet
Jargon
Industry terminology - use only if the audience understands
Parts of a Document
- Headers and Footers
- Headlines and Titles
- Body Copy
- Watermark
- Table of Contents or Index
How to Show Credits in a Document
Can be at the beginning or end or both – include:
- Name of company
- List of the employees who produced the piece
- The date
- Company that printed it
- Copyright information
- Address
- Logo
Illustrations in a Document
Can include charts, diagrams, and infographics
Design Software
Desktop Publishing
Adobe InDesign
Headlines and Titles
Helps reader identify at a glance the reason for the document and its main section.
Body Copy
The meat of the document
Watermark
A faint design or words on the page behind the copy.
Table of Contents or Index
A navigation tool for long documents to show page numbers for each section or topic.
Formatting
The way the copy is organized and presented.
Typeface Font
Serif or Sans Serif
Serif Font
small projections; generally assumed to be easier to read.
Sans Serif Font
without small projections; Popular online
Indirect Style of Quote
Paraphrasing using third person narration
Direct Style of Quote
Quoting the source exactly and using quotation marks
Simile
A figure of speech; connects the subjects using “as,” “like,” or “than.” (Working like a dog)
Metaphor
something is the same as something else.
Advantages of working in a team
share mutual goals bring different skills, experiences, and talents hold each other accountable build off others' ideas learn from each other others can fill in
Disadvantages of working in a team
some individuals might not feel they are part of the success
sometimes do not get along
have trouble compromising or listening to other ideas
Slower members of the team can inhibit the rest of the team
Database
Collection of information organized to be accessed, searched, updated.
Brand
Reputation that influences customer expectations
Branding
Promotion of product/service with a particular brand
Microsoft Word
Most popular word processing program for text documents; write, edit, share
Most common word processing programs used to generate business letters.
Microsoft Word, Google Docs, Apple Pages
Microsoft Excel
For creating spreadsheets; organize and store data in rows and columns
Microsoft Excel Basic Formulas
Add: =SUM(A1:B1) or =(A1:B1)
Multiply: =SUM(A1B1) or =(A1B1)
Divide: =SUM(A1/B1) or =(A1/B1)
Average: =AVERAGE(A1:E1)
Prezi
A cloud-based alternative to Microsoft PowerPoint
Desktop Publishing
Software to arrange text and graphics for a report, newsletter, into a pleasing layout. MS Publisher, Adobe InDesign
Bullets (Bullet Points)
To display information in an organized and easy-to-read manner.
Table
Columns and rows that represent a certain set of data
Page Break
Creates a new page
Justify
Gives evenly spaced wording on both the left and right margins
Line Spacing
The space between sentences and paragraphs Aka Leading
Pixel
Smallest physical object in an image. Many of these combined create an image.
PAR (Pixel Aspect Ratio), aka DAR (Dot Aspect Ratio)
ratio of width to height in an image.
DPI (Dots Per Inch), aka PPI (pixels per inch)
pixel, or dot, density
Pantone Color Matching System
A standardized color reproduction system.
Domain
unique name on the Internet.
Search Engine Optimization (SEO)
Maximizing the number of visitors to a website by ensuring the site appears high on the list of results
Microsoft Publisher
Desktop publishing software for producing newsletters, brochures, post cards
Microsoft PowerPoint
Create slide show presentations using text, graphics, animation, audio, video
Microsoft Visio
Detailed charts, diagrams, and other graphical representation
Adobe Illustrator
Software to create graphics for websites or for simple print designs
Adobe InDesign
Manage body copy, grid layouts, and pixel data, for book design
Apple Keynote
Create slide show presentations on Mac computers
Typeface
Website-safe fonts such as: Arial Georgia Tahoma Courier
Style Guide
A company’s brand that dictates fonts, colors, logo placements, and other elements.
Symmetry
Balanced layout with similar text shapes and graphics
Asymmetry
Opposite of a symmetry, text and graphics not matching
Word Wrapping
Divides lines so words are never split between lines. Aka line breaking
Logo
A symbol or design developed by your company to identify its products.
Trademark
Protects the company from someone else using their logo, company name, slogans, or designs
Memoranda
Internal communications about a particular topic
Headers and Footers
Spaces at the top and bottom of a document to showcase relevant information
Paper for Documents
- Simple memo - use copy paper
- Annual report, marketing flyer, or similar publication - work with a printing company and use a heavier, more suitable paper weight
- Paper that is heavier, or paper with a glossy finish, adds professionalism to the finished product. Paper with a watermark includes a faint design in the paper.
- Company letterhead, which usually features the company’s name, logo, colors, and address, often has a watermark and is suitable for formal letters.
Digital Watermark
A marker embedded in audio, video, or image data used to show copyright ownership.
Envelope Sizes
- A #10 envelope is usually used for business letters
- Window envelopes are used for bills and official notices.
- Booklet envelopes have a flap along their length and are often used to send materials that cannot or should not be folded
Web Builders, aka “Drag and Drop Builders” or “WYSIWYG” (what you see is what you get)
Web design done graphically; what you do converted to code by the software.
WordPress
Easy-to-use for web design. Purchasable domains most customizable some coding knowledge used to create a blog
Squarespace
- Easier than WordPress
- Domains for purchase
- Existing templates
- One-stop shop
Google Sites
Similar to WordPress.
purchasable domains from a provider
Many templates to insert data
WIX
popular; easy-to-use
no coding experience
Technical Guidelines for Color-Coding and Pixel Ratio
*RGB stands for red, green, and blue
*CMYK stands for cyan, magenta, yellow, and black
WEB DESIGN GRAPHICS TIPS
*Picture quality between 72 and 200 dpi
*Common color codes used for RGB are hex codes that consist of numbers and letters (e.g., #FFFFFF stands for the color White)
PRINT DESIGN GRAPHICS TIPS
Picture quality at 300 dpi
Webinars
Online meetings or presentations; participants virtually from around the world; can be watched in real time or at other times.
Chart
A collection of information on a sheet or display in the form of graph, table, or diagram.
- Bar
- Pie
- Line
- Scatter Plot
What’s a Line Chart for
data trends
What’s a Bar Chart for
comparing data
What’s a Pie Chart for
showing percentages
What’s a Column Chart for
showing visual comparisons between data intervals
What’s an Organizational Chart for
Hierarchical representation of a department, organization, or another entity showing the relationship between objects.
Variable
A quantity or measured value displayed in a chart
Graph
A chart showing the relationship between two variables.
Legend
A small section defining what certain colors or symbols represent
Y Axis
Vertical axis, “up and down.”
X Axis
Horizontal axis, “left to right.”
Column
vertical section in Excel, labeled with letters.
Row
horizontal section in Excel, labeled with numbers
Cell
Where column and a row intersect in excel
Embedding tables and charts
Allows you to insert these objects into other programs that did not create them.
SmartArt
To organize information such as processes, flowcharts, or other graphical information.
Binding
Uses plastic or wire GBC, Velobind, or thermal binding to finish documents with a professional look
Tabs
Separate chapters or sections with individual dividers
Laminating
Clear protective coating to prevent tearing; for flyers, menus, charts, and maps.
Finishing
Portfolios, pockets folders, or page protectors
Mounting
Can help prevent folds, wrinkles, and dog-ears
Folding and Trimming
For tri-fold brochures, custom paper sizes, and foldouts
Annotated Proofing
Editing markups to proof hard copy, using marks/symbols
Minute Taker
Person who ensures an accurate summary of the meeting is documented for future reference.
Minutes
An official record of what happened at the meeting
Template for Minutes
Often includes the following:
- Name of the company or organization
- Date, time and place of meeting
- Names of members who were present or absent during the meeting
- Reports from committee members, officers, or other individuals
- Motions made
- Items needing action or a decision
- Date and time of the next meeting
- Date and time of adjournment
- Name, title, and signature of the person recording the minutes.
Media Richness Theory
Information fitting within the carrying capacity of its medium is more likely to be understood, and information richness occurs when the exchange of information changes someone’s mind during a certain time.
Steps for preparing electronic document for distribution
- Preparing – Save documents periodically, v1, v2, A, B, C, or 1, 2, or 3 for multiple versions
- Protecting – Password protected, Track changes, Digital Signature
- Printing
Password Protected
Confidential documents are protected with a password and are available only for certain employees to view. *Password to Open *Password to Modify
Marked as Final
Saves the file with the last set of changes to indicate no further changes should be made.
Digital Signature
An electronic, encrypted stamp of authentication on digital information
Orientation Style
Portrait or Landscape Layout
Fax Machines Facsimiles
Transmit documents to the receiving party at a faster pace than snail mail
All-In-One Printers and Photocopy machine
Print, scan, and copy from one machine.
Output Formatting
Produce booklets. Features: booklet creation, transparency separators, special pages, page layout, and annotations
Booklet Creation
Output Formatting feature; it will fold and staple or hole punch the document.
Transparency Separators
Output Formatting feature; insert transparency pages into your document.
Special Pages
Output Formatting feature; select multiple trays for documents with varied sized pages pulling from both the dedicated letter and legal trays while copying.
Page Layout
Output Formatting feature; copy multiple pages onto one page similar to slide handouts.
Annotates
Output Formatting feature; add numbers and dates to the copied and scanned documents.
Image Quality
Output Formatting feature; print exactly as the original, adjust sharpness, enhance overall appearance, change color presets/balance
Approaches to delivering a PowerPoint Presentation
- Applying Presentation Tools
- Setting Up Slide Shows
- Presentation Timing
- Recording Presentations
Presentation Tools in PowerPoint
Using a pen or highlighter, changing the color of the ink in the pen or highlighter, or erasing a notation altogether; right click on slide.
Setting Up a Slide Show in PowerPoint
Adjusting settings: how the presentation will be delivered, if all the slides will be shown or only a subset, if the slide show will loop continuously, if it will be shown with narration or animation, of if timing will be used. Can also be adjusted for which color pen or laser pointer should be used.
Recording Presentations in Power Point
Used when preparing a presentation for someone prior to the actual presentation. Also useful for others who are viewing the presentation on their personal computers. Recorded timings are used to set up the presentation to move automatically from one slide to the next.
When recording a presentation, you can specify the following:
*Whether to record from the first slide or the current slide
*Whether to include slide timings and animations times
*Whether to include narrations and laser point movements
What are the 2 most popular methods companies use to communicate internally and externally?
Email and traditional letters
Policy for Distributing or Filing Documents
Type of document and its purpose, size, recipient, and destination often will determine how a piece is sent.
What does USPS stand for?
United States Postal Service
Guarantees overnight delivery and is the most expensive option
Express Mail
USPS
Cost-effective choice for two-day delivery
Priority Mail
USPS
For letters, large envelopes, and postcards weighing 13 ounces or less that need to arrive in fewer than three days.
First Class Mail
USPS
Least expensive option for envelopes and packages weighing 70 pounds or less but delivery may take up to 8 days
Parcel Post
USPS
National Business Do-Not Call Registry
http://bizdonotcall.com/
Fax Messages
Send info quickly through phone line. To protect sensitive information and to ensure the document is delivered to the proper person, include a cover sheet that includes the recipient’s and sender’s names, fax numbers, phone numbers, and the date and number of pages.
Interoffice Mail
For sending written communications between offices.
Plagiarism
The act of presenting someone else’s work as your own
Intellectual Property
Original ideas used in business (inventions, literary and artistic works, designs, symbols, names, and images)
Footnote
Used for making a point that needs more explanation, an asterisk or number is placed next to the word, it’s at the bottom of the page
Endnotes
Similar to footnotes but are listed at the end of the paper, not on each relevant page
Proprietary
Something that is created by someone and gives the creator exclusive legal rights.
Citing Attribution
Giving credit to the author
_______________ refers to the legal right of the owner of intellectual property or published works. In simpler terms, it’s the right to copy. Life of author + 70 yrs
Copyrights
Hackers
People who use computers to gain unauthorized access to information.
Notary Public
An official witness to verity the authenticity of signatures on documents.
Primary Source
Something written or created during the period being studied and gives a first-hand look at the events.
Original Documents include:
Diaries, speeches, manuscripts, letters, interviews, news films or videos, autobiographies, official records, newspapers, magazines, governmental documents, maps, stone tablets
Creative Documents include:
Poems, plays, novels, musical works, artworks, recordings
Relics or Artifacts include:
Pottery, furniture, clothing, buildings, jewelry, needlework, board games
Secondary Source
Analysis and compilation of information from primary sources.
The Internet is…
one of the easiest ways to do research
Search Engine
Program that finds items matching your key search words.
Boolean Search
Linking words together (and/or) to get closer to finding what you’re looking for, originated by English mathematician George Boole.
Ulrich’s Periodicals Directory
Database of publications (magazines, newspapers, scientific journals, academic publications). 1932; more than 300,000 periodicals
Social Media
Collection of Internet-based communities interact.
Peer Review
Having coworkers review stuff you have written.
Scientific Method
Testing a hypothesis through experiments, recording results, reaching conclusion
Goal Matrix
Defines which data is appropriate to collect and why, will clarify the most important objectives the business is trying to achieve
Anecdotal Evidence
Information based on a person’s thoughts or feelings
Hard Data
Test scores, website analytics, product sales
Spam
Unsolicited email sent in bulk usually to advertise a product or service.
Interfaces
various functions to organize, archive, send, and receive information that is sent to them.
Emoticons
Combinations of symbols that loosely depict the human face.
Emailing List Server
Send a large number of emails using one email address.
A social media outlet where professionals can connect
A platform for posting short 140-character or fewer messages called tweets.
Blog
A record of someone’s thoughts posted on the Internet for others to read.
A way for friends to keep in touch and for companies to interact with their customers.
A popular social media site for sharing ideas and images.
Hootsuite
A social media management system that supports social network integrations
Wikis
Sharing resources that are informative in nature.
Video-sharing sites.
YouTube and Vimeo
Chatrooms
Group of people with similar interests to get together and send messages to each other in real time
Web self-service
Information on the website that customers can use to get their questions answered
Intranet
Visible only to employees in company.
Device Driver
Software program that allows a piece of hardware to interact with an operating system.
Plug and Play
Devices that work automatically (keyboards, mouse, USB flash drive)
Operating System
The main software of a computer system; manages hardware/software/file systems, and provides a user interface.
Application
Software installed onto an operating system generally used for a specific purpose.
A suite of office production applications. Includes Word, Excel, PowerPoint, and Outlook.
Microsoft Office
Spreadsheet
Data stored in columns and rows.
user-specific and customizable file space on an operating system.
User Account
Administrative Privileges
elevated privileges needed to accomplish administrative tasks
Log Files
System or application files created to record specific activity.
Form Factor
Size and shape of a computer, helps determine which hardware components are compatible.
Network
A group of computers connected to exchange data
LAN
Local Area Network
A computer network typically constrained to a single office or building
WAN
Wide Area Network
A computer network that reaches beyond the LAN and uses an Internet carrier to connect to remote locations or Internet resources
IP Address
Logical address used to uniquely identify a computer, printer
ESD
Electrostatic Discharge
The sudden flow of electricity between two objects.
EMI
Electromagnetic Interference
interference when one device crosses the electromagnetic field of another.
UPS
Uninterruptible Power Supply
A device often used as a battery backup
Surge Protector
Device used to protect sensitive equipment from dangerous power surges.
Desktop
computer found in a workplace setting w/ keyboard, mouse, peripherals
Laptop
A portable computer; fit in briefcase
Tablet
computing device; 7 to 12 inches in size; touch or stylus
A cell phone that is able to run multiple applications.
Smartphone
Server
Computer that is often larger than a desktop computer and kept in a server closet to provide programs or other functions to end user computers
Mainframe
A large computer supporting multiple clients.
Thin Client
A smaller computing device that sits at a desk or workstation that has connections for a keyboard, mouse, display, and peripherals.
A measure of copier speed
Copies Per Minute
CPM
A measure of printer speed
Pages Per Minute
PPM
Automatic Document Feeder
ADF
Copy multiple sheets at the same time without manually changing pages after each scan.
Large Capacity Feeder
LCF
Added to equipment for high-volume printing or copying environments
Duplex
Double-sided printing or copying.
Finisher
Stapling, hole punching, binding, folding, etc.
Offset sorting
Sorted and stacked in a single pile rather than sorted into separate bins
Bypass Tray
Manually insert a page outside of the normal document feeder.
Consumables
Parts that you have to replace; toner cartridges, rollers, drum kits
A measure of pixel, or dot, density, the number of individual dots within a one-inch span.
Dots Per Inch (DPI)
sending a job to the printer.
Spooling
Printer Command Language
PCL
communication between computers and printers
printing language for printing images
Postscript
printing, scanning, copying, and faxing; one machine
All-In-One
Text or images sent traditionally via a phone line.
Fax
Fascimile
Total Cost of Ownership
TCO
A figure often considered when comparing equipment lease or buy options.
TWAIN
Standard for pulling images from scanners.
Internal Components
The motherboard, RAM (random-access memory), processor, hard drive, video card, sound card, cooling fans
Peripherals
Devices connected to the computer from outside of the case. (Mouse, keyboard)
Input Devices
Devices that provide input to the computer (keyboard, mouse)
Output Devices
Devices that provide output (Monitor, speakers, printer)
Storage Devices
Devices that store short-term and long-term information. RAM, hard drives, USP flash drives, external hard drives, CDs
Save-Energy Feature
Low-power state, conserve electricity, partially power down when not in use for period of time.
Driver
Software installed to allow a hardware device to communicate with an operating system
Availability
System being ready and able to perform its regular functions
Baseline
How a system is supposed to perform under normal conditions.
Knowledge Base (KB)
A central website that provides a wealth of knowledge about a particular product
Troubleshooting Flowchart
AKA: scripts, help perform basic support for software or equipment.
Service Level Agreement (SLA)
A document that defines the level of service to be expected from a service provider.
Steps for Setting Up a Basic Workstation
- Connect monitor or display
- Connect peripherals (keyboard, mouse, speakers, etc.)
- Connect network
- Connect to power (Be sure to use a surge protector.)
Major Functions of an Operating System
- Manage Hardware
- Manage Software
- Manage Files
- Provide a User Interface
- GUI (Graphical User Interface)
- CLI (Command Line Interface)
The main software of a computer system responsible for managing hardware, managing software, managing the file system, and providing a user interface.
Operating System
OS
Computer programs installed on a computer’s operating system.
Applications
Minimum Hardware Requirements
Requirements hardware needs to be compatible w/ Operating System.
Minimum Software Requirements
Requirements software needs to be compatible with Operating System
Board attached to the computer case; it is a central point for plugging in all internal and external components
Motherboard
A chip that is often considered the brain of the computer.
CPU
Central Processing Unit
This type of memory temporarily holds data for processing.
RAM
Random access memory
Service Pack
An updated version of an operating system that includes all software patches and security updates up to a certain point.
Patch Management
Systematically testing and implementing software and security updates.
This is a newer type of cable that carries audio and video signals.
HDMI
High-Definition Multimedia Interface
DVI
Digital Visual Interface
A common port/cable for connecting a monitor or display.
VGA
Video Graphics Array
A common port/cable for connecting a monitor or display.
USB
Universal Serial Bus
A serial interface often used to connect peripherals and storage devices to computers. Mini, Micro, and Types A and B.
The main local storage component of a computer.
Hard Disk Drive
Drive Letter
An alphabetical letter assigned to a physical drive in a computer. C:
Internet and all its related software and services.
Cloud
where digital data is stored in logical pools. e.g. OneDrive, Google Drive
Cloud Storage
Removable Media
USB flash drives, optical media, portable hard drives
Flash Media
Storage, often removable, that has no moving parts.
Optical Media
CDs and DVDs.
An obsolete storage medium but still may be found in archives
Floppy Disk
image, greatly reduced and copied onto a paper or film for archiving.
Microform
Tape Backup
media used by IT for organization-level data backups
Off-Site Storage
Used to safeguard archived items such as backup tapes or paper files.
File Extensions
Helps identify/organize files; tells the operating system which program to use to open it.
The simplest of text file formats. Readable on most word processors, it cannot save formatting.
TXT
Text File
A very simple text file format that is readable on virtually every word processor It is similar to TXT files but has the ability to format data, such as changing font type of size.
RTF
Rich Text Format
DOCX
Microsoft Word
XLSX
Microsoft Excel
PPTX
Microsoft PowerPoint
ACCDB
Microsoft Access database
Adobe Reader is the software required to view ____ files. It’s available for virtually any desktop, laptop, or mobile device regardless of operating system.
Portable Document Format
This file extension is used for files intended to be viewed in a web browser
HTML
Hypertext Markup Language
These files are compressed folders, which save disk space
ZIP
Print to File
Print a document not on paper, but usually in PDF form.
File types that lose quality as they are converted from the original version
Lossy
File types that do not lose quality as they are converted from the original version
Lossless
Lossless file format often used for saving image files.
Tiff
Tagged Image File Format
Lossless file type often used for web images and email.
JPEG
Joint Photographic Experts Group
Document Conversion Software
- MyMorph
- WinZIP
- CutePDF
- YouConvertIt
Primary Storage is called _____
RAM
Secondary Storage includes:
Computer hard drive, USB flash drive, optical media, or floppy disk
Local Storage
Storage inside of or connect to your computer
Data Backups
Copying data from a primary to a secondary location, to protect it in case of a disaster
RPO
Recovery Point Objective
point in time you wish to recover data.
RTO
Recovery Time Objective
time goal for how long it will take to bring your data and systems back online.
The ability to save copies of your data across multiple devices.
File Syncing Utilities
Separate facility for storing backup and archive data of various types.
Off-site Storage
To make a copy of an entire computer system at a certain point in time.
Snapshot
Network security device that can allow, block, and filter network traffic
Firewall
The maximum speed allowed by a data line.
Bandwidth
Measure of the actual speed data is moving on the line.
Throughput
The act of gaining unauthorized access to resources or information through human deception.
Social engineering
FERPA
Family Educational Rights and Privacy Act
Privacy of student data
GLBA
Gramm-Leach Bliley Act
Data security in the financial industry
HIPAA
Health Insurance Portability and Accountability Act
Protects the privacy of health information
PCI-DSS
Payment Card Industry Data Security Standard
Guidelines for dealing with credit card or electronic payment information
Electronic Communications Privacy Act
Regulation of the storage of telephone calls including transmissions of electronic data by computer
This is the backup of an entire computer system, and it takes the longest time to complete
Full Backup
Backs up only the files that have had changes since the last full backup
Differential
Backs up files that have changed since the last incremental backup
Incremental
Technology used by backup systems to help conserve storage space by only keeping one copy of particular information.
De-duplication
ARMA International
Leading professional organization and authority on record management; set of filing rules, formerly the Association of Records Managers and Administrators
Process of duplicating information in an effort to protect against damage or loss
Backup
Computer and device connections classified into the three geographical areas they cover: LAN (Local area networks) MAN (Metropolitan area networks) WAN (Wide area networks)
Computer Network
Data Archiving
Transferring online electronic records to removable storage for off-line storage
The records retirement or destruction date found in the records retention schedule.
Disposition
EDRMS
Electronic Document and Records Management System
A content management system that integrates technologies of electronic document and records management
Electronic Record
A record stored on an electronic storage device
File
A collection of records
Often manila folders that are labeled and used to store records
File Folder
Image record
A digital image of a record stored on microfilm or CD
A list of items in a particular order
Index
An adhesive sticker used to mark a file folder
Label
The framework to manage electronic and manual records from beginning through final disposition
Life Cycle
Identifying information about a record
Metadata
A unit of recorded information
Record
A systematic control of recorded information
Records management
The individual responsible for systematically managing the records that flow in and out of the organization
Records Manager
The act of retaining records for a specified period of time
Records Retention
Records Storage System
The method by which electronic or manual records are stored (alpha or numeric)
Tab Cut
File folders often include tabs, which are used to help organize files in a drawer or on a shelf: 1/3 cut, 1/5 cut, straight cut
File Management
Organizing, arranging, and maintaining important records and documents for easy retrieval.
Electronic File Management
Electronic and computer-based records management system used to store records throughout the records’ life cycle.
Advantages of Electronic File Management
- Productivity
- File integrity
- Convenience
- Physical storage
Disadvantages of Electronic File Management
- Cost
* Security
Works well for storing paper records when more than one worker has access to the files
Manual (Paper) File Management
Centralized Filing
A consolidation of records that gives multiple workers access to the information
Decentralized filing
Records scattered throughout the organization
Advantages of Manual (Paper) File Management
- Productivity
- Cost
- Handling
- Production
Disadvantages of Manual (Paper) File Management
- can be time consuming
* requires physical space
ASCII
American Standard Code for Information Interchange
The numerical representation of a character.
Scanning is also known as…
Document imaging
Direct Access Files
Records are stored on a device such as a hard disk or thumb drive
Indirect Access Files
Records are stored on a device that is accessed in exact order, such as magnetic tape
A specific location in electronic storage that will indicate the computer drive designated, the folders and subfolders where the file is located, and the name of the file) ex: C:\My Documents)
File Path
Windows Explorer
View, manage, and search for files and folders on drives.
Cloud-Based Storage
Records are kept on remote servers and accessed through the Internet.
Companies offering software, systems, and services for electronic filing
- GoogleDocs
- DropBox
- Laserfiche
- SharePoint
- DocSTAR
- FileNet
Alphabetic Filing System
Records are filed alphabetically from A to Z according to name.
Files are filed alphabetically according to name with the most current date in front. Unit can be a name, number, or subject, for maintaining consistency in the alphabetic system.
Unit-by-unit Method of Filing
Used when records are retrieved by subject rather than by a person’s name of a business’s name.
Subject Filing System
Subject Index
Prevents records from being filed in numerous locations when a subject has already been set up for that record
Records have unique numbers affixed to them for identification. Recommended for filing large volumes of records.
Numeric Filing System
Accession Log
Assigning the numbers in a numeric filing system.
What are these 5 Stages of a Record’s Life Cycle:
- Planning
- Receipt, collection, or creation
- Active Use
- Storage, protection, and retention
- Disposition
Benefits of LAN (Local Area Network)
- Printers can be shared among computer
- Installation of software can be managed
- Files stored within the organization can be backed up and stored on files servers
Determining the name to be used in storing a record
Indexing
Marking the units of the filing segment (or name) by which the record is to be stored
Coding
A document may be called for by more than one name; keep a ___________ sheet for easy retrieval
Cross-Referencing
Arranging records in the order they are to be filed
Sorting
Placing a document in the file folder and then the file drawer
Storing
Records Retention Schedule
Indicates the length of time records are to be maintained.
CFR
Code of Federal Regulations
Record-keeping requirements for organizations operating within the US
Employee Retirement Income Security Act
Provides the record-keeping requirements of organizations that offer pension plans, health coverage plans, disability plans, and other benefits to employees
Equal Pay Act
Requires employers to retain employment information related to work performed by employees
FERPA
Family Education Rights and Privacy Act
Protects the privacy of student information
Patriot Act
Mostly impacted the document-managing process of banking and financial institutions and communication providers such a libraries
SOX
Sarbanes-Oxley Act
Improve corporate governance/accountability, minimum retention period for records that contain financial data
Advantages/Disadvantages of Electronic Records and File Security
Advantages: are backed up regularly on a server,
controlled through identifiers and password codes
Disadvantages: can be accessed and compromised by unauthorized individuals, susceptible to natural disasters
Encryption
An effective way to achieve data security.
What is Unencrypted Data
Plain text
What is Encrypted Data
Cipher text
Advantages/Disadvantages of Manual (paper) Records and File Security
- Advantages: Computer hackers cannot gain access, file cabinets can be secured and locked by a key.
- Disadvantages: tend to be safe until an unauthorized person gains access without permission, are susceptible to natural disasters, typically, there is only one printed record and no backup copy.
Vital Records
Records that cannot be replaced nor should they be destroyed.
Important Records
Records that are important for the orderly continuation of a business.
Useful Records
Records that are helpful for the day-to-day operations of a business.
Nonessential Records
Records that typically have no future value and should be destroyed.
Records that are continuously being transferred
Perpetual Transfer
Records that are moved during a specific period of time
Periodic Transfer
- Bar codes that can communicate with a networked system to track products
- can communicate with an electronic reader
- reader is connected to a large computer network
- your bank is notified and the amount of the bill is subtracted form your bank account.
RFID
Radio Frequency Identification
What’s typically in an Office Environment
Office workspace w/
- Desk
- Desk chair
- Computer
- Lighting
- Supplies
Involves a proposal by one company seeking to offer services or bid for business with another company.
Competitive Bidding
Processes to communicate the day-to-day methods for acquiring goods and services.
SOPs
Standard Operating Procedures
A system to accurately convey the needs of the customers so contracts or purchase orders can be initiated.
SOW
Statement of Work) (Specifications of Materials
Included in an RFP
(Request for Proposal):
- A description of the material or service
- A technical description
- The date the product or service is expected
- The act price
- The shipping destination, methods, and terms
Ways to initiate a Purchase Request
- Requisition
- MRP (Material Requirements Planning)
- Catalog ordering
- System-generated orders
- Uniform Commercial Code
- Antitrust Legislation
- The Sherman Antitrust Act
- The Clayton Antitrust Act
- The Robinson-Patman Act
- The Federal Trace Commission Act
- The Office of Federal Procurement Policy Act
- The Small Business Act
- The Davis-Bacon Act
- The Service Contract Act
- The Prompt Payment Act
Laws and Governmental Regulations affecting procurement activities
Inventory Management System
A tool to determine the quantity of materials to be ordered and the timing of their delivery.
Virtual Office
Working from a location outside of the office
Advantages of Virtual Office
- save money
- less traveling
- productivity increases
- more flexibility
Disadvantages of Virtual Office
- requires focus, motivation, and self-discipline
- no centralized meeting space
- isolation
- difficulty separating work from home
Advantage of the Traditional Office
- centralized areas to hold meetings
- more social interaction
- more motivated
Disadvantages of the Traditional Office
- high costs for employers
* employees spend more money on clothes, car expenses etc
Internal Meetings
For internal stakeholders only (staff)
Departmental Meetings
Review policies, procedures, goals, projects, and progress reports.
Decision-Making Meetings
Set goals and objectives or solve problems
Brainstorming Sessions
Generate new ideas
Forecasting Meetings
A look at industry trends and predict new market behaviors
Training Seminars
Properly educate staff of procedures or technology
Committee Meetings
Review specific projects that might involve cross-departmental activity
Bring together the organization’s high-level leaders
Executive Meetings or Retreats
Bring executives together with the governing organizational body
Board Meetings
Address a specific problem or task
Ad Hoc Meetings
Bring together specific groups of people to work on a single defined task or activity.
Task Force Meetings
Involve everyone within the organization.
Companywide Meetings and Events
Bring staff or internal stakeholders together with external stakeholders.
External meetings
- Clients
- Customers
- Constituents
- Community Partners
- Vendors
- Media
External Stakeholders
Purpose of Client-Facing Meetings
Gain feedback, troubleshoot problems, serve clients, or propose new business partnerships
Introduce potential buyers, the media, and customers to new products
Product Launches
Bring people together to discuss a particular area of interest.
Conferences
Multidate or One-Day) “(Congresses” outside the U.S.
Trade Shows
“Expositions” outside the U.S.
Connect buyers with supplier
Raise money or awareness
Gala Events
Make important company announcements
Press Conferences
Inform investors of company progress and performance
Shareholder Meetings
The preapproved amount that may be spent per person for travel-related expenses
Per Diem
The outbound date is the day of departure.
Inbound travel describes the return trip.
Outbound Inbound Travel
The least expensive airline category
Economy
more expensive than economy
more benefits
business travelers
Business Class
Economy Plus
most expensive
comes with benefits
enhance the experience for VIP
First Class
Day-by-day schedule of all travel components and activities
Itinerary
The number or code connected with an electronic record for every reservation.
Confirmation number or code
Loyalty programs that allow travelers to earn points.
Rewards Programs
aka Frequent or Preferred Traveler Programs
Number assigned to people who have registered with DHS (Dept. of Homeland Security) trusted traveler programs or the TSA. (5 years)
Known Traveler Number
KTN
- expedite passage through customs and border checkpoints
- receive TSA Pre-check benefits
- Global Entry - international travel.
- NEXUS - US and Canadian travelers
- SENTRI - only North American land-border crossings
DHS Trusted Traveler Programs
Travel Advisories
Advisories issued by the US Dept of State.
Document required for international travel
Passport
Government-issued identification
Photo ID
Group Rate or Meetings Department
A discount rate for reservations made for groups
Carrier
An airline company
Sets travel restrictions and conducts security checks at airports.
TSA
Transport Security Administration
A label designating that luggage meets TSA standards
TSA-Approved
all liquids, aerosols, creams, pastes, and gels carried onto the plane must fit into a single quart-sized clear plastic zip lock bag
may not be larger than 3.4 ounces (travel-size)
3-1-1- Liquid Rules
A bag that is carried onto the airplane.
Carry-On
Bags that are checked in at the airline registration desk
Checked Baggage
Priority Seating or Early Boarding
Reserved for members of frequent-traveler programs, military personnel, families with young children, or people who pay extra for early boarding
Airline employees who are authorized to issue boarding passes and check luggage at the curb
Skycaps
TSA PreCheck
Costs $85
does not require members to take off their shoes or remove liquids or laptops from carry-on bags
receive a KTN and 5 year membership
Traveler program members do not need to apply for TSA PreCheck
Privately owned security travel service that allows its members to skip security lines in 12 airports nationwide.
CLEAR
Transport passengers from one airport terminal to another
Airline Shuttles
Transport passengers from airline terminals to or from parking lots
Parking Shuttles
Provided by some hotels to transport people to and from the airport or local attractions within a certain mileage radius
Hotel Shuttles
transportation from the airport
advertised at the pickup area
rates vary depending on mileage and traffic
Airport Taxis
May be booked round trip or one way. If there are many people traveling, ask shuttle providers whether group discounts are available
Shared Ride Vans
most expensive
can accommodate between one and five riders
Town Cars, Limousines, and Private Cars
many Companies to choose from
reservations may be made online
economy is the least expensive
frequent special offers
Rental Cars
ordered through mobile apps
town cars to private drivers
competitively priced to match or undercut taxi fares
On-Demand Car Services
Uber, Lyft, etc
Room with two beds
Standard Double Hotel Room
Room with a single queen or king-sized bed
Queen or King Room
A step up from a standard category room
Deluxe
Person whose job is to help guests during their stay.
Concierge
Floor whose guests tend to have access to complimentary breakfasts, water, snacks, and sometimes evening receptions
Concierge or Club Level
Booking Sites
Discount sites include Priceline.com, Hotels.com, and Hotwire.com. Some offer all-inclusive.
Domestic Travel
Need at least one form of photo ID and a credit card,
birth date, and any frequent-travel or rewards program numbers to book this
International Travel
Travel may require more than just a passport,
need to apply for visas, vaccinations may be required
Currency Exchange Rates
Vary by the day, get the best exchange rate by using ATMS
Face-to-Face Meetings
An effective way to exchange information, plan, and collaborate.
- WHO is going to attend
- WHY are you holding the meeting
- WHAT can you do to convey the purpose
- WHERE will the meeting be held
- WHEN do you need to hold the meeting
- HOW can you best facilitate the meeting
Facts for Meeting Planning
Teleconferences - phone
Videoconferences - video feed
Web conferences - internet
Virtual Meetings
An outline of the main tops to be discussed.
Agenda
Hosting group telephone calls for 25 or fewer people (free), used for video calls and messaging
Skype
- live online meetings using an Internet connection and the appropriate software (2 to several hundred people)
- share documents
- meetings can be recorded and edited
Adobe Connect
web conferencing and videoconferencing, allows users to share screens
Cisco WebEx
High-definition video and voice or text to host a live meeting for up to 10 people.
Google+ Hangout
- up to 25 attendees to participate in high-def videoconferencing, screen sharing, and audio conferencing
- meetings can be recorded
GoToMeeting
Scope Creep
After a project begins, may be asked to take on additional responsibilities or tasks not within the agreed-upon scope
Document Sharing Sites
Web-Based Project Management Systems
Project Management Apps
Technology-based Project Management Tools
OneNote, Evernote, and Google Drive.
Document Sharing Sites
Dynamic online portals where people can create projects, invite others into their teams, and assign deadlines and to-do’s.
Web-Based Project Management Systems
Mobile applications allow for team project management, designed to be used on phones and tablets, tend to be free, may not be easy to use as web-based options
Project Management Apps
- Strategy
- Design
- Sources and contracting
- Promotion
- Execution
- Data Analysis
- Reporting
Project Phases
Project Phase 1: Strategy
Identify: Date and time Length Space requirements Budget Policies and procedures
Project Phase 2: Design
Content and delivery Speakers, facilitators and presenters venue and spaces required hotel AV components Room setups Menus Transportation Technology Social media Event marketing, Networking Business components promotional items and signs
Project Phase 3: Sourcing and Contracting
RFP site visit menu tasking budget parameters meeting and design goals meeting specifics confirm the space exact rooms equipment needed menus, room setups final dates and times final contracts
Project Phase 4: Promotion
What is the value proposition?
Whom are you trying to reach?
How will you track your efforts?
Are there testimonials from past attendees, exhibitors, or sponsors?
What kind of marketing channels can you use?
What is the promotional budget?
What is the promotional schedule?
Project Phase 5: Execution
Keep emergency contacts in the master event binder.
Be aware of emergency procedures
Review expectations, procedures, and timelines with anyone collecting data before the event begins.
Project Phase 6: Data Analysis
Identify what is important, who needs to know, and how to best present the information.
A written set of specific results-oriented procedures to be followed by all US federal contractors holding contracts of $50,000 or more that applies to employers with 50 or more employees.
Affirmative Action Plan
The total amount of monetary and nonmonetary pay provided to an employee by an employer in return for work performed as required.
Compensation
A legal doctrine that states an employment relationship may be terminated by the employer or employee at any time and for any or no reason.
Employment at Will
EEOC
Equal Employment Opportunity Commission
Federal agency responsible for EEO guidelines, enforcing EEO laws, and investigating complaints
Employer Information Report
EEO-1 Form 100
An annual report that shows female and minority employees
Learning (Training) and Development
Educational opportunities to enhance existing skills, increase job knowledge, and build performance competencies
A subset of talent acquisition focused on identifying, screening, selecting, and hiring job candidate
Recruiting
“something for something.”
Quid Pro Quo
Offensive Conduct
Offensive jokes, slurs, epithets or name-calling, physical assaults or threats, intimidation, ridicule or mockery, insults or put-downs, offensive objects or pictures, and interference with work performance
A course or method of action to guide and determine present and future decisions.
Organizational Policy
An analysis of current or future performance and position requirements
Performance Assessment
Objective of Compensation & Benefits Program
- To attract and retain the best talent
- To reinforce culture, climate, and effective behaviors
- To be externally competitive and internally equitable
- Social Security
- Medicare
- Unemployment Insurance
- Worker’s Compensation
Mandatory Benefits
A four-part hospital and medical benefit for people ages 65 and older (or younger if an individual has certain medical conditions or disabilities).
- Part A is hospital coverage
- Part B is medical coverage
- Part C combines both A and B
- Part D is prescription drug coverage
Medicare
Employees who experience a work-related injury or illness may receive no-fault mandated insurance benefits paid by the employer.
Workers Compensation
HR Focuses on four broad knowledge areas:
People
organization
Workplace
Strategy
Employee Relations focuses on…
workplace decisions, employment laws, grievances, problem/conflict resolution
Employee Branding
Project a public image that job seekers perceive as the employment experience at a company.
A policy that states equal consideration for a job is applicable to all individuals and that the employer should not discriminate based on race, color, religion, age, marital status, national origin, disability, or gender.
EEO
Equal Employment Opportunity
A US federal law that sets minimum standards for voluntarily established pension and health plans in private industry to provide protection for individuals in these plans.
ERISA
Employee Retirement Income Security Act
The assessment of employees to gauge their progress toward goals.
Performance Management
Finding proper sources of qualified candidates, recruiting/screening, hiring
Talent Acquisition
- Recruitment and staffing
- Compensation and employee benefits
- Training and development
- Career development
- Talent management
- Leadership development
- Performance management
- Employee relations
HR Fundamentals
Employee Relations Programs are intended to…
Bolster employee productivity, motivation, and morale
Sexual Harassment
Unwelcome sexual advances, requests for sexual favors, and other verbal or physical conduct of a sexual nature
Created when an employee feels uncomfortable or frightened to be in his or her work space due to offensive behavior, intimidation, or abuse by a coworker or superior.
Hostile Environment
Harassment Circumstances
Can be the victim’s supervisor, a supervisor in another area, an agent of the employer, and coworker, or a nonemployee.
Does not have to be the person harassed but can be anyone affected by the offensive conduct.
May occur without economic injury to or discharge of the victim.
Organizational Procedure
Established or approved actions to implement a workplace policy.
Annual Performance Appraisals
Written performance documentation to keep track of occurrences
A record of how an employee is meeting desired results
Close of the previous year’s performance cycle and the start of a new upcoming year
Performance Planning
Reviews Job requirements/descriptions
Documented prior-year goals and results
Expected performance and results for the year ahead
The implementation stage of the process that addresses
- Behaviors that led to exceptional or ineffective performance
- Expectations that are being met or not
- Impact of an employee’s performance (positively or negatively) on goals and objectives
Performance Feedback and Coaching
- Base Salary
- Mandatory health and welfare benefits
- Pay differentials
- Bonuses and cash incentives
- Stock-related rewards
Total Compensation
Qualified workers receive financial benefits from the government when they retire or become disabled, or the benefits go to the surviving dependents of a deceased worker.
Social Security
Eligible workers who have lost their jobs through no fault of their own can receive temporary financial assistance.
Unemployment Insurance
An agreement between the employee and employer if you end employment with a company or your position is eliminated.
Severance pay
Information kept by an employer related to a specific employee.
Employee Records
Requirements set forth by the _______________
- Selection, hiring, and employment records 1 yr
- Payroll records and time sheets 3 yrs
- Employment benefits 6 yrs
- Tax records 4 yrs
- Safety data 5 yrs
- Family medical leave records 3 yrs
- Health care continuation records recc. 6 yrs
- Additional human resources records 1 yr
US Federal Record Retention Administration
Provides a comprehensive fact sheet and checklist on responsible information and appropriate handling practices at their easy-to-navigate site.
Privacy Rights Clearinghouse
Contains documents that chronicle the history of the employment relationship
Personnel file
ISO Security Standards
International Standards Organization
- Openness
- Purpose
- Collection
- Accountability
- Accuracy
Mentor
Teach/guide someone who is willing to learn. A go-to for answers.
Informal Mentoring
Occurs constant with minimal leadership effort, as long as needed, may be facilitated through social media tools outside the organization.
Formal Mentoring
Highly developed process with application, selection, evaluation, and matching components.
Written guidelines to follow in the day-to-day operations of the organization
Procedures
A set of principles, rules, and guidelines formulated or adopted by an organization
Policies
Interviewers have a list of questions and strive to ask each candidate the same question in the same format to insure fair and accurate comparisons.
Structured Interview
Does not have predetermined interview questions. Less formal
Unstructured Interview
Low-cost approach to narrow down a large pool of potential candidates.
Screening or Phone Interview
Most common form of interviewing candidates. Face-to-face exchange with an interviewer. *Assessment of dress, appearance, verbal, and nonverbal communication skills.
Individual or Personal Interview
Several stakeholders involved in interview at one time.
Team, Panel, or Committee Interview
Probes deeper than traditional interviewing approaches. *Requires specific examples of teamwork, problem solving, communication, creativity, and organization skills
Behavioral Interview
Skills are tested through exercises to demonstrate the candidate’s creative and analytical abilities
Task-oriented or Testing Interview
Asking: Gender # of children Marital status or maiden name Ethnicity Religious Nationality, lineage, or national origin Medical problems Disability # and kinds of arrests Specific years of school attendance or graduation date Height or weight (unless a bona fide occupational qualification) Veteran status
Illegal Interview Questions
The assessment of an employer’s current staff to ascertain whether any current employees are sufficiently skilled or qualified to perform required job vacancies
Internal Recruitment
Advantages of Internal Recruitment
Saves cost
- Lowers assimilation time and effort
- Allows existing knowledge of the employee’s skill set, work ethic, and career goals to be leveraged
Disadvantages of internal Recruitment
- Internal applicants may not bring new ideas
- Significant employee development may be needed
- Competition between internal colleagues may have a negative impact
The assessment of an available pool of job candidates, other than existing staff
External Recruitment
Advantages of External Recruiting
- New ideas come from outside the organization
- costs are potentially lower
- New talent and competencies
- Diversity
Disadvantages of External Recruitment
- Increased recruiting costs
- Increased assimilation time for new hires
- Decreased morale
- Time consuming
Diversity Training
Increases cultural awareness, knowledge, and communication.
born from 1946 to 1964
Baby Boomers
born from 1965 to 1981
Generation X
born from 1981 to 1999
Generation Y / Millennials
born between 1997 and 2012
Generation Z (aka Digital Natives)
The process of introducing a newly hired employee into an organization
Onboarding
The process of exiting a staff person
Off-boarding
Title VII Civil Rights Act
Prohibits discrimination in based on race, religion, sex, or origin. Also prohibits sexual harassment.
Fair Labor Standards Act
FLSA
Sets minimum wage, requires time-and-a-half overtime pay for hourly employees
FMLA
Family Medical Leave Act
Employees with at least a year of service can take up to 12 weeks per year of unpaid, job-protected time off for the birth of a child or adoption of a child or to care for themselves or a sick child, spouse, or parent who has a “serious” health condition. Applies to organizations with 50 or more employees.
Age Discrimination in Employment Act (ADEA)
Discriminate against applicants or employees older than 40
Equity
aka Stockholder’s Equity
A stock or other security that represents an ownership interest.
Recorded as assets on a balance sheet by businesses as they are monies owed to a business by their debtors.
Receivables
Those that do not come due for a long period of time and are recorded as Long-Term Assets
Long-term Receivables
A balance sheet items that shows what the firm owns.
Assets
The residual profit after the cost of the goods is subtracted from the revenues.
Gross profit
A measure of how profitable a business is, often referred to as the bottom line.
Net Income
The amount of money brought into the business
Revenue
An asset or item expected to go up in value or generate future income.
Investment
Exemption from taxable income.
Tax-exempt
A type of ownership in a company that represents a claim on part of the corporation’s earnings and assets
Stocks
A debt in which an investor loans money to a corporate or governmental entity for a defined period at a variable or fixed rate.
Bonds
The owner of a business or one who holds a property
Proprietor
The owner or holder of stock in a company.
Stockholder / Shareholder
Any person or entity that lets another person or entity borrow money to be repaid at a later date.
Creditor
Listing of all merchandise or other assets owned by the business.
Inventory
Being a sponsor of an event or financial support received from a sponsor.
Sponsorships
The price of an asset in the marketplace.
Market Value
Assets that can be converted into cash quickly
Liquidity
Shows the assets, liabilities, and capitalization (total financial value) of a business at a particular time.
Balance Sheet
Assets that can be bought or sold quickly.
Liquid Assets
Shows the revenue and expenses of an organization during a certain period of time
Income Statement
A revenue or expense stream of the amount of cash that flows into and out of a business.
Cash Flow
A legal obligation or debt that arises through business operations.
Liability
Those payable within one year
Current Liabilities
Debts that can be repaid throughout a longer period than one year
Long-Term Liabilities
The balance of money due to a firm for goods or services delivered or used but not yet paid for by customers.
Accounts Receivable
A short-term debt the company has to pay back to its creditors.
Accounts Payable
Financial transactions between two parties
Sales
Cost of a tangible asset during its useful life.
Depreciation
Asset or a liability that has not yet occurred.
Deferral
Taking money out of an account
Withdrawal
Funds paid periodically to shareholders from profits or reserves, typically quarterly.
Dividends
Expenses incurred in the current period
Period Costs
Basic Elements of a Budget
Expenses and Revenue
A road map showing the performance of the company
owns and owes, profits and losses
Financial Statement
Securities and Exchange Commission
Federal agency to regulate the securities markets and protect investors.
A statement of financial performance, which is what a balance sheet documents.
Profit and Loss Statement (P & L)
Details the cash the business has taken in and paid out during a specific period.
Statement of Cash Flow
Small, accessible amounts of cash for minor business expenses.
Petty Cash
A electronic unit that allows customers basic financial transactions
ATM
Automated Teller Machine
A convenient way to pay recurring expenses.
Automatic Deductions
The nominal fees charged by banks for various services, major revenue source for banks
Bank Fees
A journal used to record all expenses.
Cash Disbursement Journal
Account that documents the availability of funds in a cash account.
Cash Short and Over
Payment cards that deduct funds from a checking or savings account
Debit Cards
An electronic transfer from the payer’s account directly to the recipient’s account
Direct Deposit
Electronically transferring funds from one account to another
Electronic Banking
A reproduction of an actual signature that can be saved and inserted into electronic documents
Fascimile Signature
FDIC
Federal Deposit Insurance Corporation
An independent agency (Banking Act of 1933) that insures deposits against bank failure, maintains public confidence, and ensures stability, sound banking practices.
Generally a post office box that is accessible by the bank and is used by an organization that wants the bank to collect its account receivables when customers send payments.
Lock Box
A record of all cash payments except payroll.
Cash Payment Journal
A record of all cash received with entries indicating the source.
Cash Receipts Journal
Basic entries in financial journals; Debits on the left, credits on the right.
Debits and Credits
List of all the different accounts that go in the general ledger
Chart of Accounts
Time covered by a relevant set of books, ledgers, and other financial documents and records (usually 12 months)
Accounting Period
Losses a company incurs when goods are sold without requiring immediate payment.
Bad Debt Expense
Offset other transactions and are used to reduce the value of other related accounts
Contra-Asset Accounts
Terms and schedules when payments are due from sales made on credit
Credit Terms
Records all payments made to the owners (sole proprietorship)
Drawing on Account
To record and total transactions
Ledgers
A price reduction offered in return for an early payment
Sales Discount
Assets that lose value over time.
Wasting Assets
Where non-specialized accounts are recorded
General Journal
Sales journals
Cash receipts journals
Purchases journals
Cash disbursement journals
Specialized Journals
Single financial transaction that affects multiple journal entries when it cannot be recorded in one journal alone.
Combined Journal
Analyzing and adjusting the cash balance shown on the bank’s records and the account holder’s records.
Bank Reconciliation
Writing a check without enough funds in the account
Nonsufficient Funds
NSF
When two adjacent numbers are transposed or reversed
Transposition Errors
Additional charge for which there is already a basic fee
Service Fee
Ensure operational effectiveness and integrity.
Internal Controls
Checks written but have not cleared the bank account
Outstanding Check Records
The part of the reconciliation process that deals with all the charges and fees recorded on the bank side.
Bank-Side
Record of accounts, updated as money flows in or out, compared with bank records to check for bank fees, interest growth, and errors.
Book-Side
Sending or receiving money electronically
Electronic Funds Transfer
EFT
A set of data collected or selected from a statistical population by a defined procedure
Sample Data
Average for given data set
Mean
A number that appears most often
Mode
The middle value
Median
Standard Deviation
How widely individuals in a group vary.
Frequency Distribution of a Data Variable
How often something occurs.
Inferential Statistics
Sample statistic so that inferences can be made about the population
Inferential Statistics
Measures of central tendency or standard deviation of the entire population
Primary data; data not processed
Raw Data
Collecting, analyzing, and presenting large amounts of data to predict underlying patterns and trends
Statistical Analysis
Formed for the common good of the public; religious, charitable, or education.
Nonprofit Organization, Not-for-Profit
aka: 501 (c) 3
Records income and expenses for a given period in a non-profit organization
Statement of Financial Activities
Funds designated by donors for a specific purpose in a non-profit organization
Restricted Funds
Funds non designated for a given purpose by the donor in a non-profit organization.
Unrestricted Funds
Noncash contributions or contributed services.
In-Kind Donations
A phased allocation of the cost of a fixed asset during the course of its useful life.
Depreciation (Nonprofit)
The same as an income statement for a for-profit organization.
Statement of Activities (Nonprofit)
aka: Operating Statement
Cash or in-kind donations
Charitable Donations
Acknowledgment letter for donations exceeding $250
Donation Acknowledgement Letter
A tax-exempt nonprofit organization
501 [c]
Describes, limits, or explains verbs, adjectives, or other adverbs and shows time, manner, place, or degree
Adverb
The reading level and comprehension of a document.
Document Readability
Includes payroll, utilities, facility maintenance, and postage
Fixed Cost Projections
Communication conducted via the Internet in real time
Instant Messaging
Scope Management
Understanding project goals through requirements gathering process
Project Scope
Defined outcome
Time management
Organize/prioritize tasks/milestones in project
Cost management
identify/manage costs based on scope/timeframe
Resource management
Process to develop, use, provide oversight of available resources
ROI
Return on investment
SHRM
Society of HR Mgt. - largest global membership
