商務與管理溝通（英文 第12版）教案 Locker-BAC12e-IM-Ch08 Sharing Informative and Positive Messages with Appropriate Technology

8-

Chapter8

SharingInformativeandPositiveMessageswithAppropriateTechnology

TableofContents

DescriptionoftheChapter

2

EssentialstoCover

3

StrategiesforIncreasingLearning

5

AudienceBenefits

5

ChoosingandEffectivelyUsingAppropriateTechnology

5

ProvidingExamplesforDiscussionandAnalysis

5

Connect

6

ApplicationExercises

6

ChoosingtheMostEffectiveTechnologicalPlatform

6

WhentoUseBenefitsinInformativeandPositiveMessages

7

InformativeMessageonChangingaDeadline

7

CommunicatingatDrakeOrthopedic

8

Chapter8Quiz

8

Chapter8TestBank

8

LearnSmartAchieve?

8

SmartBook?

9

AnswersandAnalysisforEnd-of-ChapterExercisesandCases

9

8.1DescribingtheRoleofTechnologyWhereYouWork

9

8.2SayingYestoaSubordinate—EmailsforDiscussion

9

8.3CritiquingaLetter—EconomicStimulusPaymentNotice

10

8.4CritiquingaLetter—IntroducingKindle

10

8.5CritiquingaLetter—AirlineMerger

10

8.6WritingCommonInformationalEmails

10

8.7ManagingOverdraftInformation

11

8.8RevisingaLetter

11

8.9CritiquingandRevisinganEmail

11

8.10GivingNewInformation

12

8.11InvestigatingEmail

12

8.12RemindingGuestsabouttheTimeChange

12

8.13AnnouncingaTuitionReimbursementProgram

13

8.14SummarizingInformation

14

ExercisePlanningTable

15

PPTLectureOutline

16

LessonPlanIdeas

16

IntroductoryLecture/Discussion

17

DiscussingSubjectLines

17

DiscussingVarietiesofInformativeandPositiveMessages

17

DiscussinganAssignmentLearnersWillWrite

17

EvaluatingandRevisingAudienceBenefits

18

DiscussingtheWritingProcess

18

PeerReviewing

18

DiscussingGradedPapers

19

QuestionoftheDay

19

DescriptionoftheChapter

Thischapterdiscussesinformativeandpositivemessages—themost-usedtypesofmessage—usingtheappropriatetechnology.Chapter8coversthecommontechnologicalplatformsforsharinginformativeandpositivemessages,thebestpracticesforeachplatform,howtobuildgoodwillusingthesetechnologies,andthegrowingproblemofinformationoverload.Chapter8alsocoverstheorganizationofinformativeandpositivemessages,thecriteriaforgoodsubjectlines,andtheimportanceofusingaudiencebenefitsininformativeandpositivemessages.

Thelearningobjectivesinclude:

LO8-1 Thepurposesofinformativeandpositivemessages.

LO8-2 Whyitisimportanttoshareinformativeandpositivemessagesusingappropriatetechnology.

LO8-3 Commontechnologicalplatformsforsharinginformativeandpositivemessages.

LO8-4 Strategiesforbuildinggoodwillusingappropriatetechnology.

LO8-5 Whenandhowtouseface-to-facecommunicationinsteadoftechnology.

LO8-6 Bestpracticesforconveyinginformativeandpositivemessagesviaphonecalls,email,textmessages,Facebook,Twitter,andInstagram.

LO8-7Bestpracticesfororganizinginformativeandpositivemessages.

EssentialstoCover

LO8-1 Thepurposesofinformativeandpositivemessages.

Informativeandpositivemessageshaveaprimarypurposeofprovidinginformationandgoodnewsinapositivemanner,aswellasmultiplesecondarypurposessuchascreatingapositiveimageofthesenderandthesender’sorganization.

LO8-2 Whyitisimportanttoshareinformativeandpositivemessagesusingappropriatetechnology.

Itisimportanttouseappropriatetechnologywhensharinginformativeandpositivemessagesto:

Meetaudienceexpectations

Reachawideraudience

Shortenresponsetime

Makeabroaderimpact

LO8-3 Commontechnologicalplatformsforsharinginformativeandpositivemessages.

Themostcommontechnologicaltoolsforconveyinginformativeandpositivemessagesarephonecalls;websites;email;textmessages;socialmediasuchasFacebook,Twitter,Instagram,andLinkedIn;applications(apps);andvideos.

LO8-4 Strategiesforbuildinggoodwillusingappropriatetechnology.

Youcanbuildgoodwillby:

Providingbenefits

Usingastory

Usinghumor

Usinginformativehooks

Connectingwithaudience

Respondingtocomplaints

Buildingcommunity

Expressinggratitude

Avoidinginformationoverload

LO8-5 Whenandhowtouseface-to-facecommunicationinsteadoftechnology.

Goodcommunicatorsneedtothoughtfullyselectoneofthecommonmodesofcommunications:face-to-facecontact,phonecalls,instantmessagesandtextmessaging,socialmedia,letters,emails,andpapermemos.Mediachoices—orwhethertousemediaatall—dependontheaudience,context,andpurposeofthemessage.

LO8-6Bestpracticesforconveyinginformativeandpositivemessagesviaphonecalls,email,textmessages,Facebook,Twitter,andInstagram.

Whenmakingphonecalls,writingemails,ormanagingsocialmediaaccountsonFacebook,Twitter,orInstagram,youshouldconsiderbestpracticesspecifictothemedium.

Phonecalls:Speakclearly,repeatkeyinformation,keepitconcise,donotmultitask

Emails:Usespecificsubjectlines,keepitconcise,clearlystateexpectations

Facebook:Establishguidelines,respondpromptly,usepersonalpageresponsibly

Twitter:Beconcise,usesemi-formallanguage

Instagram:Controlnarrative,interactwithfollowers,cross-referencewithhashtags

LO8-7Bestpracticesfororganizinginformativeandpositivemessages.

Informativeandpositivemessagesnormallyusethefollowingpatternoforganization:

Startwithgoodnewsorthemostimportantinformation;summarizethemainpoints.

Givedetails,clarification,background.

Presentanynegativeelements—aspositivelyaspossible.

Explainanybenefits.

Useagoodwillending:positive,personal,andforward-looking.

Effectiveinformativeandpositivemessagesneedthefollowing:

Asubjectlineisthetitleofadocument.Agoodsubjectlinemeetsthreecriteria:it’sspecific;it’sconcise;andit’sadaptedtothekindofmessage(positive,negative,persuasive).Ifyoucan’tmakethesubjectbothspecificandshort,bespecific.

Thesubjectlineforaninformativeorpositivemessageshouldhighlightanygoodnewsandsummarizetheinformationconcisely.

Goodmessagesprovidethenecessaryinformationwithoutoverwhelmingtheiraudience.

Usebenefitsininformativeandpositivemessageswhenyouwanttoshapeyouraudience’sattitudestowardtheinformationortowardyourorganization.

Goodwillendingsshouldfocusonthebusinessrelationshipyousharewithyouraudienceortheaudience’sorganization.Thelastparagraphofamessagetoagroupshouldapplytothewholegroup.

Emails,transmittals,andsummarieshavespecificorganizationalconventions.

StrategiesforIncreasingLearning

Learnerstendtoreadilyacceptthepurpose,organization,andtechnologyofinformativeandpositivemessages.However,theytendtohavedifficultywithdevelopingaudiencebenefitsininformativeandpositivemessages.

AudienceBenefits

Audiencebenefitsoftenareeasierforlearnerstoconceptualizeinpersuasiveproblem-solvingmessages,fortheycanseehowaudiencesneedmotivationtotakeaction.Inneutralorpositivesituations,learnerstendtothinkthataudiencebenefitsmakethemessagetoolongorthattheystatetheobvious.

Sinceaudiencebenefitscanbecrucialinsituationssuchasannouncingnewpolicies,learnersdoneedpracticewiththistopic,evenifyoudonotgiveagradedassignmentthatrequiresaudiencebenefits.ManyinstructorsteachChapter2,whichdiscussesaudiencebenefits,inconjunctionwithChapter8,andassignmessagesthatinvolvenewpoliciesorprocedures.

ChoosingandEffectivelyUsingAppropriateTechnology

Chapter8iscrucialbecauseitalsocoversthebasicsofface-to-facecontact,phonecalls,instantmessagesandtextmessages,letters,memos,andemail—topicsthatlearnerswilldrawonthroughoutthecourseandtheircareers.Youmaywanttoreturntosomesectionsofthischapterlatertoreviewspecificpoints,suchasemailetiquetteorcriteriaforeffectivesubjectlinesthroughoutthecourse.Bringexamplesofeffectiveandineffectiveuseofsocialmediatoclasswheneverpossibleforbriefdiscussionofhowandwhytheexamplesareeffectiveorineffective.

ProvidingExamplesforDiscussionandAnalysis

Oneofthebeststrategiesforgettinglearnerstounderstandistoprovideexamples.Examplesofbotheffectiveandineffectiveinformativeandpositivemessagesinavarietyofmediumscanbefoundinthenews.Consideraskinglearnerstobringexamplesthey’veseentobrieflyshareinclassforbonusorparticipationpoints.

Connect

Connect?BusinessCommunicationallowsyoutoenhancetheskillsofstudents,andpreparethemforthenetworkedworldusingthelatestproven-effectiveadaptiveresources.Itoffersassignable,auto-gradedactivitiesproventoincreasetestscores,retentionrates,andattendance.

EachchapterisavailableinSmartBook?formatandincludesLearnSmartAchieve?.Inaddition,therearenumerouschapter-specificactivitiesavailableinConnect.Activitiesincludeachapterquiz,aTestBank,andavarietyofApplicationExercises,containingmatching,multiple-choice,andrankingquestions;caseanalysisexercises;andvideocases.Belowarealistofavailableassetsandsuggestionsforincorporatingthemintoyourcourse.

ApplicationExercises

ChoosingtheMostEffectiveTechnologicalPlatform

LO:8-3

AACSB:Communication

Blooms:Understand

DifficultyLevel:Easy

Thismatchingexercisehelpslearnersidentifythemostappropriatetechnologicalplatformforaninformativeorpositivemessage.

UseChoosingtheMostEffectiveTechnologicalPlatformasareviewoftheconcepts.

Useasquizafterthereading:

AssignChapter8forstudy.

AssignChoosingtheMostEffectiveTechnologicalPlatformasaquizonasectionofthereading.

Useasreviewafterlectureanddiscussion:

Givelectureontypesofinformativeandpositivemessagesandpurpose(PPTslides8.4–8.5)andthetypesoftechnologicalplatformsandwhentousethem(PPT8-7–8.14)andfollowwithanactivity:

Asklearnerstocompleteexercise8.1DescribingtheRoleofTechnologyWhereYouWorkasagroup,orbringalistofcommunicationtypesyou’vedevelopedyourself.Reviewanswersasagroup.

AssignChoosingtheMostEffectiveTechnologicalPlatformashomeworktoreview.

WhentoUseBenefitsinInformativeandPositiveMessages

LO:8-7

AACSB:Communication

Blooms:Apply

DifficultyLevel:Hard

Thismatchingexercisehelpslearnersdecidewhentoincludeandnotincludebenefitsininformativeandpositivemessages.

Useasquizafterlectureanddiscussion:

Providelectureontheorganizationofinformativeandpositivemessages(PPTslides8.38–8.44).

Assignanactivity,likeoneofthefollowingactivitiesfromthetextbook,askinglearnerstopayparticularattentiontothebenefits:

8.9CritiquingandRevisinganEmail

8.12RemindingGuestsabouttheTimeChange

8.13AnnouncingaTuitionReimbursementProgram

Followwithsmallgroupdiscussion.Gathertogetherasalargegroupandaskeachgrouptosharetheirresponses.

AssignWhentoUseBenefitsinInformativeandPositiveMessagesasaquiz.

Useasaprecursortoaworkshopordraftingday:

WhentoUseBenefitsinInformativeandPositiveMessageswouldworkwellatthebeginningofacomputerlabdaywhereyou’llasklearnerstostartworkingontheirownprojects.

InformativeMessageonChangingaDeadline

LO:8-5,8-6,8-7

AACSB:Communication

Blooms:Understand

DifficultyLevel:Medium

Inthisrankingexercise,learnersdemonstrateanunderstandingofthewaythatorganizationaffectstheeffectivenessofaninformativemessage.

Useasreviewafterlectureanddiscussion:

Providelectureontheorganizationofinformativeandpositivemessages(PPTslides8.38–8.44).Asklearnerstotakecarefulnotesontoday’slecture.

Assign8.8CritiquingandRevisinganEmail

Followwithsmallgroupdiscussion.Gathertogetherasalargegroupandaskeachgrouptosharetheirresponses.

AssignInformativeMessageonChangingaDeadlineashomework.

Useasaprecursortoaworkshopordraftingday:

InformativeMessageonChangingaDeadlinewouldworkwellbeforeacomputerlabdaywhereyou’llasklearnerstostartworkingontheirownprojects.Startclasswithareviewoforganizinginformativeandpositivemessages,thenasklearnerstostartworkingontheirownproject.

CommunicatingatDrakeOrthopedic

LO:8-7

AACSB:Communication

Blooms:Apply

DifficultyLevel:Hard

Thiscaseanalysisexercisehelpslearnersanalyzeacommunicationscenarioandapplywhatthey’velearnedinChapter8torespondtothescenario.

UseCommunicatingatDrakeOrthopedicasareviewoftheconcepts.

Useasreviewafterlectureanddiscussion:

Givelectureoneffectiveinformativeandpositivemessagesandfollowwithacritiqueactivity.

Asklearnerstocompleteoneofthetextbookexercises,eitherinsmallgroupsorindividually:

8.3CritiquingaLetter—EconomicStimulusPaymentNotice

8.4CritiquingaLetter—IntroducingKindle

8.5CritiquingaLetter—AirlineMerger

AssignCommunicatingatDrakeOrthopedicashomeworktoreview.

Chapter8Quiz

Themultiple-choicequiztestslearners’understandingofthechapter’scontent.

Chapter8TestBank

Thequestionbankutilizestrue/false,multiplechoice,andshortanswerquestionstothoroughlytestthelearners’understandingofthechapter’scontent.

LearnSmartAchieve?

LearnSmartAchieve?developsandimproveseditingandbusinesswritingskills.Thisadaptivelearningsystemhelpsstudentslearnfaster,studymoreefficiently,andretainmoreknowledgeforgreatersuccess.

SmartBook?

SmartBook?isthefirstandonlyadaptivereadingexperiencedesignedtochangethewaystudentsreadandlearn.

AnswersandAnalysisforEnd-of-ChapterExercisesandCases

Answersfortheend-of-chapterexercisesandcasesinChapter8aregivenbelow.

8.1DescribingtheRoleofTechnologyWhereYouWork

LO:8-3,8-5,8-6

DifficultyLevel:Easy

Answerswillvarybytheorganizationslearnersselect.Ifyourlearnersdonothaveworkexperience,thisexercisecanstillbevaluableiftheyaskthequestionsofafriendorfamilymemberwithworkexperience.Inadditiontothequestionslistedintheexercise,youmaywantyourlearnerstodevelopafewmorethatinterestthem.Encouragelearnerstogetbeyondsimplydescribingthetechnologyinuseattheworkplace.Askthemtochallengewhyacertaintypeoftechnologyisevenbeingused.

8.2SayingYestoaSubordinate—EmailsforDiscussion

LO:8-4,8-6,8-7

DifficultyLevel:Easy

Message1violatesyou-attitudebyfocusingonthewriter’sviews.Itcouldbeviewedaspatronizing—theemployeemayalreadyhavespecificplansorhavetraveledmorethanthesupervisor.Mostimportant,thememodoesnotdirectlyanswertheemployee’squestions.Saying“youmayneverwanttocomeback”seemsinappropriateforasupervisortosaytoasubordinate.Sendingthismessagewouldbeunacceptable.

Message2ismoreappropriatethanthefirstone,butitdoesnothavethemainpointfirst;initially,itmightevensoundasifthewriterwillsay“no.”Italsoviolatesyou-attitudebyfocusingmoreonthewriter’sneedsandperspectivethanthereader’s.

Message3ismuchbetterthantheothertwo.First,theemployee’squestionsareansweredinthesubjectline.Thefirstparagraphspecificallystatesthatit’sOKtousevacationtimeandhavetherestofthetimeasunpaidleave,andthattheemployee’sjobwilldefinitelybewaiting—astatementtheemployeeneedstohaveinwriting.Bynamingtheemployee’sreplacement,thewritertakesaproactivestance,whichseemstoshowthatheorshehasboththeemployee’sandthecompany’swell-beinginmind.Thisstatementconveysamuchstrongerimageofthewriterthantellingtheemployeetotrainareplacementwithoutanyindicationofhowthereplacementistobefound(likemessage2).Thelastlineshowsinterestintheemployeeasapersonbutdoesnotpresumetoknowwhattheemployeeneedsortogiveadvice(likemessage1).

8.3CritiquingaLetter—EconomicStimulusPaymentNotice

LO:8-6,8-7

DifficultyLevel:Medium

Thisactivityisagreatopportunityforlearnerstoseefirsthandanattemptatapositiveandinformativemessage.Makesurethegroupsdiscussthefourquestionslisted.Answerswillvaryslightly.However,besuretonotethelackofyou-attitudeintheletter(ex.,“wearepleased”).Ifyourlearnersdonotbringuptone,thisletterisagreatwaytointroducetheimportanceoftoneinshapingmessages.Youmayalsoasklearnershowtheycouldrevisetheletterusingthetipsoutlinedinthischapter.

8.4CritiquingaLetter—IntroducingKindle

LO:8-6,8-7

DifficultyLevel:Medium

Thisactivityisagreatopportunityforlearnerstoseeaworkplaceinformativemessage.Makesurethesmallgroupsdiscussthefivequestionslisted.Answerswillvaryslightly.However,besuretonotethelackofyou-attitudeintheletterinsomeplaces(ex.,“westartedbysetting”).Ifyourlearnersdonotbringuptone,thisletterisagreatwaytointroducetheimportanceoftoneinshapingmessages.Youmayalsoasklearnershowtheycouldrevisetheletterusingthetipsoutlinedinthischapter.

8.5CritiquingaLetter—AirlineMerger

LO:8-6,8-7

DifficultyLevel:Medium

Likeexercises8.4CritiquingaLetter—IntroducingKindleand8.5CritiquingaLetter—AirlineMerger,thisactivityisagreatopportunityforlearnerstoseefirsthandanattemptatapositiveandinformativemessage.Makesurethegroupsdiscussthefourquestionslisted.Answerswillvaryslightly.However,besuretonotethelackofyou-attitudeintheletter(ex.,“Iwantedyoutobe…”or“wearebuildingastronger”).Ifyourlearnersdonotbringuptone,thisletterisagreatwaytointroducetheimportanceoftoneinshapingmessages.Youmayalsoasklearnershowtheycouldrevisetheletterusingthetipsoutlinedinthischapter.

8.6WritingCommonInformationalEmails

LO:8-6,8-7

DifficultyLevel:Medium

Thisexerciseworkswellasatake-homeassignmentfollowedbyanin-classdiscussion.Thelearnersshouldfocusonfindingwhatinformationisappropriateforeachmessage.

8.7ManagingOverdraftInformation

LO:8-2

DifficultyLevel:Medium

Theanswerswillvarybasedoneachgroup’sdiscussion.Themainconsiderationforthisactivityshouldbeadiscussionoftheimplicationsoftheoverdraftpolicyforcustomers.Asanalternativeoption,youmayconsideraskingyourlearnerstodraftamessagefromtheperspectiveofthebankstocustomers.Forthismessage,they’llwanttorelyontheguidelinesoutlinedinthechapterforcraftingresponsetocomplaints.

8.8RevisingaLetter

LO:8-3,8-6,8-7

DifficultLevel:Easy

Thisexercisecanbeusedinclasstotalkaboutcontentandorganizationofpositivemessages.Thelettershouldstatethegoodnewsfirstanduseyou-attitudebyfocusingonthecustomerandnottheorganization.Makesurethatlearnersclearlyexplainthenewservicesandcorrectthemechanicalerrorsthroughouttheletter.Remindthemthatgrammaticalerrorsareoneofthefastestwaystolosegoodwill.

8.9CritiquingandRevisinganEmail

LO:8-1,8-4,8-6,8-7

DifficultLevel:Easy

Answerswillvarybylearner,butherearesomepossibleresponses.

Whatarethepurposesofthisemail?

Topersuadepeopletopickuptheirsmallpoolsatthedogpark(andtogetthemtostopdoingit).

Howwellarethesepurposesaccomplished?

Responsesmayvary,butthemessagedoesseemtoaccomplishitspurpose.[NOTE:notmanypeoplecametoretrievetheirpools.]

WhatinformationdoestheParksSuperintendentprovideaboutthepolicychange?Whydoyouthinkthesuperintendentchosethisinformation?

Detailsabouttherationale:“Thecommentsincludethelackofcleanlinessofthepools,overuseofwater,themessmadewhenthepoolsareemptied,andmoreimportantlythepotentialforspreadingdisease.”

Attempttoconnecttotheaudience’sperspective:“Weunderstandkeepingdogscoolduringthehotdays,thedogparkisnottheplaceforpools.”

Informationaboutthenewrule:“InanefforttokeepdogsandtheirownerssafewhileattheDogPark,poolsarenotallowedattheDogPark.”

Informationaboutprocedure:“IfyoupurchasedapoolandleftitattheDogPark,pleaseremoveitbyThursday,July27,oritwillberemovedanddisposedofbystaff.”

Howistheinformationorganized?

Theemailisalldumpedintooneparagraph.Theorganizationinthemainparagraphmayfollowthesuggestedorganization:Itstartswiththemostimportantinformation—theconcernsandcomplaintsabouttheuseofsmallpoolsatthedogpark—andfollowswithspecificdetails.Thenegativeisstatedwiththewriter’sunderstandingofwhypeoplearebringingpools.Thepositiveiskeepingdogsandpeoplesafe.Inindicateswhatwillhappenandendswithanoffertotalkiftherearequestionsorconcerns.

Wheredoyouseeyou-attitudeandpositivetone?Dotheycontributetotheemail’seffectiveness?Whyorwhynot?

You-attitudeappearsintheirunderstandingofwhythepoolswerebroughtthere.Butthetonecouldbeconsideredtersebysome.

8.10GivingNewInformation

LO:8-2

DifficultyLevel:Easy

Thisisagoodgroupdiscussionassignment.Theanswersshouldincludeemail,socialnetworking,newsletters,andfliersorposters.Eachgroupshouldcreateadesignthatshowcasesthenewinformationinaneffectiveway.

8.11InvestigatingEmail

LO:8-2

DifficultyLevel:Easy

Theanswersforthisexercisewillvarybasedontheprofessionalsthatyourlearnerscontact.However,ithasbeenmyexperiencethattheaveragenumberofemailssentandreceivedistypicallyinlinewiththeresultsreportedbytheRadicatiGroup.Learnerslikethisexercisenotonlybecauseitinvolvestechnology,butalsobecausemostareamazedatthevolumeofemailprocessedeachdaybyprofessionals.

8.12RemindingGuestsabouttheTimeChange

LO:8-4

DifficultyLevel:Easy

Agoodletterwillgivethenewsaboutthetimechangeinthefirstparagraph.Thelettershouldbespecificintellingpeopleexactlyhowtochangetheclocksintheirrooms.

Whensettingclocksbackgivesanextrahourinthefall,writerscantalkabouttheactivitiesguestscandoatthehotelwiththeextrahour.Whensettingclocksaheadanhourinthespring,writersmaywanttostresshotelbenefitsthatcanspeedtravelersontheirway:roomservicebreakfast,expresscheckouts,askingthebellcaptaintoorderataxi,etc.Bothmessagescanincludeinformationaboutwake-upcalls.

Encouragelearnerstobecreativewithlayoutanddocumentdesigntoensurethatthemessageisread.Forexample,theirdocumentsmaybefliers,includingvisuals,largetext,andtwo-fontstyles,ratherthanamessageinbusinessletterformat.

8.13AnnouncingaTuitionReimbursementProgram

LO:8-1,8-3,8-4,8-6,8-7

DifficultyLevel:Medium

Thismessageisfairlystraightforward.Somethoughtneedstobegiventodevelopingaudiencebenefits.Positivewordingforthelimitationsisimportant.Asampleanswerfollows.

May11,2018

To: AllEskjoEmployees

From: N.OttHeere,DirectorofHumanResources

Subject: NewTuitionReimbursementProgram

StartingJune15,full-timeemployeeswhohaveworkedatEskjoforoneyearcanbereimbursedupto$4,000peryearfortuitionandfeeswhenyouenrollin(1)coursesrelatedtoyourcurrentposition(includingcoursesneededtokeepyourlicenses),(2)coursesthatwouldprepareyouforanotherpositionyoumightsomedayholdatEskjo,or(3)coursesrequiredforajob-relateddegreeprogram.

Youcantakecoursesatanylevel:highschool,college,graduateschool,orprofessionalschools.FindaselectionofcatalogsfromnearbyschoolsandcollegesintheHumanResourcesoffice.

HowtoApplyfortheProgram

Toapply,youcaneither(1)submitacompletedform,signedbyyourimmediatesupervisor,atleasttwoweeksbeforeclassesstart,or(2)applyontheHumanResourceIntranetpage.HardcopyapplicationsareavailableintheHumanResourcesoffice.Ifyouapplyonline,anemailmessagewillbesenttoyourimmediatesupervisoraskingforhisorherapproval.Tobereimbursed,yourapplicationmustbeapprovedbeforeclassesstart.

HowtoBeReimbursed

Tobereimbursed,youonlyneedtoearna“C”orhighergradeinthecourse.JustbringthefollowingdocumentstotheHumanResourcesoffice:

Acopyoftheapprovedapplication.(IfyouappliedontheIntranet,youdonotneedtobringinacopyoftheapplication.)

Anofficialgradereport.

Astatementofthetuitionandfeespaid.

Ifyouareeligibleforotherfinancialaid(scholarships,grants,orveterans’benefits),youwillbereimbursedforthetuitionandfeesnotcoveredbythataid,uptothemaximum$4,000percalendaryear.Reimbursementsforundergraduateandbasiceducationprogramsarecurrentlytax-free.OtherreimbursementswillbereflectedinyourFormW-2senttoyoufollowingtheendoftheyear.

GoalsoftheProgram

Thisprogramwillhelpusstayontopofdevelopmentsinourfield.Forexample,moreandmoreofourcustomersneedhelpinorderingtherightEskjobrandarticulators.Anintroductorymechanicalengineeringcoursecanhelpouremployeesanswerthosequestions.Further,byunderstandingtheproblemsbetter,Eskjomaybeabletosellmoreproductstoitscustomersandwillbeabletodesignnewproductstomeetemergingcustomerneeds.

Businesscommunicationcoursescanhelpallmanagerswritebetter.Coursesinbasicmanagerialaccountingmighthelpyouunderstandtheperformanceofyourdivisionbetteranddevelopwaystoimproveitsperformance(andyourbonus!).

Engineerscanusetheprogramtogettheirdoctorates.SupervisorscanusetheprogramtogettheirMBAs.Coursesonvariouscomputerprogramscanhelpmanyofuslearntomakebetteruseofproductivitytools.OurITpersonnelcantakecoursesontheLinuxoperatingsystemtohelpadministerourmailserversandourIntranetservers.

Eskjocontinuestolookforwaystoincreasetheenjoymentofouremployeesandtheireffectivenessonthejob.Exposeyourselftonewideasandopportunities;useournewtuitionreimbursementprogram.

8.14SummarizingInformation

LO:8-7

Difficulty:Hard

Learnersneedtoseparatemainideasfromminordetailsastheyreviewthesele