Year 1: Choose the correct answer.

A Choose the correct answer. 1 When his grandma died, he came ….. some of her money and property. A into C across B up D round 2 We should try to ….. the amount of rubbish in our area. A increase C provide B improve D reduce 3 I avoid driving to work because there are always ….. jams in the centre. A transport C power B traffic D station 4 By the end of the year, there will be more ….. farms in our city. A solar C floating B vertical D electric 5 Who is going to ….. our new piano? A deal C deliver B produce D construct 6 She doesn’t like being ….. in the house; she wants people around her. A healthy C lonely B crowded D alone 7 Why don’t you come ….. for dinner tonight? A up C over B into D back 8 Mr Jones has found the cure for a serious ….. . A disease C crime B pollution D poverty 9 Scientists are hopeful ….. the future of energy sources. A for C about B in D with 10 Do you think ….. tube trains will ever be used? A drone C charging B front D vacuum Grammar B Choose the correct answer. 1 I’ll still ….. two hours from now. A have gardened C garden B have gardening D be gardening 2 ….. you ….. your homework by 7 o’clock? A Will ... finish C Will … have finished B Will … be finishing D Won’t … finish 3 By 2100, experts ….. new energy sources. A will have discovered C will be discovering B will be discovered D will discover 4 The film will have started before we ….. there. A will have got C get B will get D will be getting 5 This time tomorrow, Sheila ….. a job interview. A will have C will be having B is having D will have had 6 David ..... back from work by dinner time. A will be coming C will have come B will come D won’t be coming 7 I can’t believe that in a few hours, we ….. our first live concert. A are performing C will have performed B will be performing D will perform 8 ….. next Friday, I will be flying to Glasgow. A This time C By B At D Until 9 Jake ….. by the end of September. A will retire C will have retired B is retiring D will be retiring 10 ….. the time Mum gets home, I will have tidied my room. A Before C Until B At D By Everyday English C Choose the correct answer. 1 A: How did you find that job? B: a I’ll be working in the local library. b I’ll be there from June 15th. c There was an advert online. 2 A: I can’t wait! B: a Sounds like fun. b I’ll work in my uncle’s restaurant. c I’ll stay there for two weeks. 3 A: Do you have any plans for the summer? B: a Really? b What about you? c Haven’t I told you? 4 A: What will your duties be? B: a I’ll be flying to London to see my uncle. b I’ll be helping customers. c I’ll have earned enough money to buy a new smartphone. 5 A: How long will you stay there? B: a Until the end of July. b Well, this time next week, I’ll be relaxing. c And what are your plans?

1. Which sentence correctly uses the present continuous tense to express a temporary action? A. She works at a bank. B. She is working at a bank for the summer. ✅ C. She worked at a bank last year. D. She has worked at a bank for years. ⸻ 2. Which of the following uses the past continuous tense to describe an interrupted action? A. I was eating dinner when the phone rang. ✅ B. I eat dinner when the phone rings. C. I had eaten dinner before the phone rang. D. I was eat dinner when the phone ringed. ⸻ 3. What is the function of “is/am/are + V.ing” in a sentence? A. To show routine habits B. To describe completed past actions C. To indicate actions in progress at the moment of speaking ✅ D. To express future intentions with certainty ⸻ 4. Which sentence shows incorrect use of the past continuous tense? A. She was singing while I played the piano. ✅ B. They were talking when I arrived. C. I was reading while he was cooking. D. It was raining all night yesterday. (Explanation: A uses mixed tenses incorrectly. It should be: “She was singing while I was playing the piano.”) ⸻ 5. Choose the sentence that uses the present simple tense in a conditional structure. A. If it is raining, we will cancel the trip. ✅ B. If it was raining, we would cancel the trip. C. If it rained, we canceled the trip. D. If it rains, we are canceling the trip. ⸻ 6. Identify the sentence in which the auxiliary verb is incorrectly used. A. He is doing his homework now. B. She was watched a movie last night. ✅ C. They were playing football all afternoon. D. I am going to the store. ⸻ 7. Which sentence best demonstrates the habitual use of the present simple? A. I am jogging every morning. B. I jog every morning. ✅ C. I was jogging every morning. D. I have jogged every morning. ⸻ 8. Choose the best explanation for using “was/were + V.ing”: A. To talk about a permanent state B. To describe future arrangements C. To express a continuous action in the past ✅ D. To indicate hypothetical situations

🧠 Game Objective: Agents analyze partial client profiles, then choose the best discovery questions to uncover the hidden insurance need. You’ll present: A brief, vague client case A list of potential fact-finding questions (mix of good/bad) The agent selects up to 5 questions Points are based on: How many “high-value” questions they choose Whether their questions align to the true need Bonus: If they uncover the hidden clue or issue (revealed after) 🎯 Quiz Format for Quizalize: Question Type: Multiple Select (choose up to 5) Scoring: 1 point per strong question, 0 or -1 for irrelevant/weak questions Bonus Reveal Slide: Show the full case need after each question 🔍 Sample Quizalize Scenario Set 🔹 Client Case #1: "James & April" James (38) is a freelance graphic designer. He and April (36) have one 3-year-old child. They just moved into their first home with a $400k mortgage. James doesn’t currently have employer benefits. April works part-time and doesn’t have group coverage. Question Prompt: Choose up to 5 questions to uncover James and April’s real protection need. Answer Options: ✅ What income would April need if you weren’t here to support your family? ✅ Do you have any existing life insurance or savings to cover the mortgage? ✅ How long would you want your family financially protected if something happened to you? ✅ Do either of you have any disability coverage? ✅ Would you want your child’s future education covered if something happened? ❌ How much do you currently pay for car insurance? ❌ Do you see yourself buying another house soon? ❌ What’s your favorite thing about your neighborhood? ✅ Hidden Need: Income replacement + mortgage protection for a non-benefits freelancer. 🔹 Client Case #2: "Rosa" Rosa is 29 and single. She recently got a promotion, moved into a new apartment, and is paying off $45k in student loans. She loves to travel and has no dependents. Answer Options: ✅ If something happened to you, who would take care of your student loans or final expenses? ✅ Do you have any emergency savings or a safety net? ✅ Would you be interested in locking in permanent coverage while you're young and healthy? ✅ Do your parents or anyone else rely on you financially, even occasionally? ❌ Are you planning to have children in the next 6 months? ❌ Do you want a pet in the next year? ❌ Do you have renter’s insurance? ✅ Hidden Need: Final expense coverage + early whole life for cash value & lock-in pricing. 🔹 Client Case #3: "The Smith Family" Mark (45) and Tasha (42) have two teenagers, ages 13 and 16. Mark makes $120k as a consultant; Tasha runs their household. They just finished paying off a second mortgage. They’re “starting to think about college and retirement.” Answer Options: ✅ Would you want the kids’ college plans funded if something happened to you? ✅ Do you have enough coverage to protect your spouse’s lifestyle if your income stopped? ✅ Have you considered combining life protection with cash value to support future goals? ✅ How are you currently saving for retirement? ❌ Have you started planning your estate yet? ❌ Do you plan on buying another property this year? ✅ Hidden Need: Blended whole/term strategy for income replacement and cash value for college/retirement. 🎮 Bonus Twist Slide (after each case): 💥 Hidden Need Revealed! Here’s what many missed: James has no group benefits — he needs full protection as a freelancer.

Ornamental horticulture is growing of plants for decorative and beauty purposes. •There many different types of flowers such as, daisies, roses and lilies. Establishment of flower beds •Choose the best place or site for your flower bed. •The site should get enough sun and have fertile soil. •After choosing the site, dig the area to a depth of 20- 30 cm. •Remove any large stones or rubbles as you dig. •Use a rake to level the prepared bed. This will also break up any big lumps of soil. varieties of flowers ✓Flame lilly ✓Rose ✓Marigold ✓Lavender star Propagation of flowers • Flowers can be grown from seeds or cuttings, tubers and bulbs. From seeds From cuttings From tubers and bulbs Petunia roses Flame lilly Dahlia Elephant ear Lavender marigold Planting time • Flowers can be planted all year round depending on the suitable varieties. •In winter they can be planted in pots, beds and greenhouses. •Varieties which need a lot of water should be grown during the rainy season. Management of flowers 1. weeding: ensure that the flower beds are weed free. •Weeds are removed by hand pulling with the help of a hand fork. 2. watering: watering should be done regularly during the dry season and less frequently during the rainy season. •make sure the beds are moist but avoid waterlogging. 3. fertilizing: soil should be well fertilized with super phosphate at planting. •Flowers should not be top dressed with ammonium nitrate as this will affect flower production. 4. pruning: use a pair of secateurs or very sharp knife to remove weak shoots and dead or diseased parts of the plant. •Pruning also encourages new growth and controls the height of the flowers. Harvesting •Cut the flowers in early bloom. •Allow 30cm stems, grade and remove lower leaves. •Tie in bundles •label accordingly, cure by setting 20cm of the stem in boiling water for 20 minutes. (this will make the flowers last longer) •Store the flowers in cool conditions Marketing • Flowers need fast transport to the market. • Flowers can be sold in bundles, boxes or in pots. • Flowers are sold in bouquets at a local market or are packed in boxes for export market. • They are bought for different occasions such as weddings, funerals and parties.

THE STRATEGIC PLAN OF RICHARD BLAND COLLEGE OF WILLIAM & MARY 2020-2025 “The dogmas of the quiet past are inadequate to the stormy present. The occasion is piled high with difficulty, and we must rise with the occasion. As our case is new, so we must think anew and act anew.” – Abraham Lincoln What is the role of a selective, two-year, residential, liberal arts transfer institution within the higher education landscape of the Commonwealth of Virginia? This is a key question that must be answered to ensure the success of Richard Bland College (RBC) and the constituency that the College serves. The 2020 RBC strategic plan’s primary objective is to answer that very question so that the College, the community and the Commonwealth can engage successfully within this identity and purpose to the benefit of all. RBC has long been identified as the hidden gem of higher education in Virginia. The hidden adjective is based both on its relative obscurity—few are aware of RBC outside the Tri-Cities region—and its rural setting featuring 750+ acres of wetlands, bucolic forest, and the state’s oldest and largest pecan grove. Additionally, on average, a student of Richard Bland College travels a mere 36 miles to campus. This keeps the knowledge of RBC in a tightly focused radius. The gem moniker refers both to the College’s reputation for excellence and the undeniable sensation that the campus often elicits in its students, visitors, faculty and staff, the feeling of a warm and palpable embrace of care, compassion and support. That sensation is where we start. According the State Council of Higher Education for Virginia (SCHEV), 99% of the 11.5 million new jobs created since the great recession require workers to have more than a high-school education. Students with a bachelor’s degree have an earning potential almost double that of people with only a high school education, and yet only 17% of residents in the Petersburg area have a bachelor’s degree, 15% below the national average. The obstacles in the way of education have been exhaustively researched and include financial challenges, academic under-preparedness, low self-esteem, slow college assimilation and immature levels of self-efficacy. To combat this growing problem, Richard Bland College initiated a pilot program to determine the viability of a data-driven approach to improve retention and graduation rates. The program ultimately effected a cultural, organizational and operational shift at RBC, resulting in a personalized model of student support, the Exceptional Student Experience (ESE@RBC). Originally many of the practices that RBC used as the basis of ESE@RBC were adapted from the four key principles found in the American Association of Community Colleges (AACC) Pathways Project: 1) map pathways to student end goals; 2) help students choose and enter a program pathway; 3) keep students on path; and 4) ensure that students are learning. Unfortunately, limited resources made it necessary to skip some primary elements of guided pathways and instead to focus on a specific, high-priority project that was immediately available for implementation, dedicated student support. This strategic framework reimagines the way that RBC serves students, faculty and staff within the context of our existing culture, the principles of guided pathways and a hybrid work-college experience. Rather than thinking of a two-year college as a pipeline to a four-year university, this vision describes a more expansive menu of well-defined pathways to high-demand fields, all radiating from a curriculum constructed around the development of soft skills that define the liberal arts experience: critical thinking, written communication, analytical reasoning, civic engagement and oral communication. Furthermore, the impact of meaningful work is a resonating theme, providing avenues to participate in career-focused internships and jobs that develop important life & work skills, confidence, and character. Richard Bland has tested its entrepreneurial mettle and its capacity for transformation in recent years. The College was among a select few Competency-Based Education sites established by the U.S. Department of Education. We were ahead of the curve using predictive analytics to improve student retention and success rates, and online enrollment now makes up nearly 20 percent of course offerings. It may be counter-intuitive, but these and other deep-level institutional changes still to come will ensure that Richard Bland College remains true to its original mission. We prepare our students for a lifetime of endless potential.

Match the word to its synonym level B1 CEFR. Use the vocabulary exactly adverb precisely except that aside from exist verb to be real existing adjective real, current Example: Flying cars are not practical with existing technology. existence noun reality Example: The existence of black holes has been confirmed by indirect observation. extraordinary adjective unusual feature noun important part of something Example: The Ramon Crater is a unique feature of the Negev Desert. feedback noun reaction figure noun shape Example: I can’t tell if that figure in the shadows is a man or a woman. figure out verb understand Example: I just can’t figure out how the magician did that amazing trick. financial adjective related to money Example: Her family is having financial problems so they can’t travel overseas this year. finance verb pay for Example: If I can’t get a loan from the bank, I won’t be able to finance a new apartment. finance noun money Example: An expert in finance predicts a global recession. finding/findings noun discoveries; results of a study Example: According to the findings of the police investigation, this is the gun which fired the fatal bullet. flexibility noun willingness to change flexible adjective adjusts easily Example: I’d prefer to meet on Monday morning but I can be flexible depending upon your schedule. flood noun a lot of water flood verb to cover with too much water flu noun type of sickness focus on/upon verb pay attention to Example: You should focus on your schoolwork if you want to improve your grades. focus noun attention People with attention deficit disorder lose focus easily. frequency noun how often frequent adjective very often Example: Hanah is a frequent customer and everyone at the store knows her. fresh adjective new Example: We need some fresh ideas if we’re going to solve this problem. frighten verb scare from preposition position, starting point gain verb make an increase, profit, earn Example: I have nothing to gain by choosing sides so I shall remain neutral. gain noun profit, amount earned generate verb create, make Example: Chat GPT can generate text written in any style you choose. guidance noun help, advice hopeful adjective optimistic, having a positive outlook Example: The farmers are hopeful that we will have rain this winter. hopefully adjective with luck ideal adjective best, most preferable Example: Nuclear power may not be an ideal solution to global warming, but it’s certainly worth considering. illness noun sickness, disease illustrate verb draw pictures illustration noun picture, image Example: Children’s storybooks have colorful illustrations. image noun picture, especially on film or television Example: The mother of the pop singer cried when she first saw her daughter’s image on television. in preposition within, inside, into in terms of regarding Example: That company makes a great product but they’re lacking in terms of customer service. in actual fact in truth Example: The mayor says the city is a safe place to live, but in actual fact the violent crime rate is very high. in connection with about Example: Police arrested four men in connection with the robbery. in that case if that is true Example: Billy Bob: “Traffic could be heavy tomorrow.” Peggy Sue: “In that case, we better leave early.” in the meantime while, during Example: The new computers won’t arrive until next week, but we can keep using the old ones in the meantime. initial adjective first Example: Her initial reaction to that song was negative, but over time she’s come to like it. initially adverb at first instruction noun teaching, order Example: Most new electronic devices come with a set of instructions. intelligence noun smartness Example: Since you have a degree from a good university, I assume you have sufficient intelligence to understand this problem. intelligent adjective smart Example: Joe isn’t very intelligent, but he is a kind person with a warm heart. interest noun attraction Example: Yossi has little interest in politics, whereas his wife goes to all the protests and demonstrations. interest verb to attract Example: Sports don’t really interest me, but my brother is a big basketball fan. introduce verb to show something new Example: Today in class I will introduce the basic concepts of literary analysis. invest verb to put money into something in order to earn money Example: Joe invested in cryptocurrency and lost a lot of money. investor noun one who puts money into something in order to earn money Example: Venture capitalists are investors who put money into risky start-up businesses. investment noun putting money into something in order to earn money Example: Buying real estate in Israel is a very safe investment because the value never goes down. investigate verb research, study Example: The police collected evidence to investigate the murder. investigation noun study Example: The police don’t have a suspect for the murder as the investigation isn’t finished yet. investigator noun detective Example: Detective Schmendrick is the lead investigator for the murder case. just about almost Example: I’m just about done here so I’ll be there shortly. keep on doing verb continue Example: You’re crazy if you keep on doing the same thing and expect different results. kind of type of Example: What kind of dog is that, a poodle? knowledge noun awareness Example: John failed the test due to lack of knowledge of the material. lack verb not having, missing Example: John failed the test due to lack of knowledge of the material. landscape noun the view of the land likely adjective, adverb probably Example: When we learn from our mistakes, we’re not likely to forget. limited adjective restricted Example: We should go to the store today because the sale is for a limited time only. limitation noun restriction little adjective small, not a lot Example: She always tells the truth. I have little reason to doubt her. look at verb see Example: People used to read newspapers on the train. Nowadays they just look at their phones. low adverb to a small amount or level Example: I have to charge my phone because the battery is running low. material noun documents, information Example: We have a lot of material to cover before the end of the semester. meaning noun significance mean verb to have significance or purpose means noun form of, by the use of Example: They communicate by means of radio. measure noun step Example: The teacher took measures to prevent cheating during the test mention verb to say, point out Example: The coach said the team played very well today but didn’t mention any player specifically. miss verb (1) fail to catch (2) wishing to see somebody Examples: (1) The football player kicked the ball but missed the goal. (2) Wow, it’s good to see you! I’ve missed you so much! misunderstand verb understand incorrectly Example: I’m afraid I misunderstood the instructions. Could you repeat them please? more or less approximately, somewhat, to a varying degree Example: This is more or less a religious neighborhood, though there are a few secular families. must modal verb have to naturally adverb as expected, normally nature noun (1) open air (2) character Examples: (1) We like to go hiking in nature reserves. (2) Pit bulls are aggressive by nature.

Why and How Managers Plan Importance of planning The planing process Benefits of planning Planning and time management Types of PLans used by managers Long term and short term plans Strageic and tactical plans Operational plans Planning Tools and Techiqunes Forecasting Contrigency planning Scenario planning Benchmaking Use of staff planners Implementing Plans to Achive Results Goal setting Goal management Goal alignment Participation and involvement Planning Def: The process of setting objectives and determining how best to accomplish them Planning at Eaton Corporation “Making the hard decision before events force them upon you, an anticipating the future needs of the market before the demand asset itself Objectives and goals Identifity the specific results or desired outcomes that one intends to achieve Plan Def: A statement of action steps to be taken in order to accomplish the objectives (goals) Steps in the planning process: Define your objectives Determine where you stand vis-a-vis objectives Develpo premises reagrdsing future conditions Analyze alternatives and make a plan Implement the plan and evaluate results What are the benefits of planning Improves focus and flexibility Imporves action orteitation Imporves coordination and control Imporves time management Time Managment Personal time management tips Do say “no” to request that distract you form what you should be doing Dont get bogged down inn details that can be addressed later Do screen telephone calls, emails and meeting request Dont let drop in visitors, text messaging use up your time Do prioritize your important and urgent work Dont become calendar bound by letting other control your schedule Do follow priorities; do most important and urgent work first Some 77% of mangers in one survey said that digital age has increased th number of decisions they have to make 43% said there was less time available to make these decisions Types of plans used by Managers What is teh time horizon Long term vs Short term Long term Look three or more years into teh future Short term plans Typically cover one year or less However: the increasing environmental complexity and dynamism of recent years has severely tested the concept of “long-term” planning Plans are subject to frequent revisions Most executives would likely agree that these complexities adn uncertainties challenge how er actually go about planning and how far ahead we can really plan At the very least we can conclude that there is a lot less permanency to long term plans today and that tey are subject to frequent revision Managment reaeracher Eillot Jaques believes tha people vary in their capability to think with different time horizons Types of Plans used by Managers (3 of 5) Strategic plans Set broad, comprehensive and linger term action directions for teh entire organization or major division Vision Clarifies purpose of the organization and what it hopes to be on the future Typical plans Specify how the organizations resources are used to implement strategy Tactical plans in business often take the form of functional plans Functional plans Incidate how different component within the organiztion will help accompnlish the overall strategy Production plans Finacial plans Facilites Plans Logisitc plans Marketing plans Human Resource Plans Operation plans Describe short-term activities to implement strategic plans Policies: Are standing plans that communicate guidelines for decisions Ex: Policies on office romances: The media is quick to report when a top executive or public figures runs into trouble over an office affair. Are there ant policies on office romances? Employer polices on office raltioshiis vary. One survey find teh following: 24% prohibit relationships among employees in the same department 13% prohibit relationships among employees who have the smae supervisor 80% prohibit relationships between supervisors and subordinates 5% have no restrictions on office romances Procedures: Are rules that describe actions to be taken in specific situations Budgets: are single use plans that commit resources to projects or activities Zero based budgets: allocate resources as if each budget were brand new There is no guarantee that any past funding will be renwer. All propsales, old and new, must compete for available funds at teh start of each new budget cycle Forcasting Attempts to predict the future Qualitaive forecasting uses expert opinions Quantitative forecasting uses mathematical models and statiscal aanylsis of historical data dna surveys Contingency planning Identify alternative course of action to take when things go wrong Anticipate changing conditions Contain trigger points to indicate when to activate plan (or a specific course of action) Scenario planning A long term version of contingency planning Identifying alternative future scenarios Plans made for each future scenario Increases organizations flexibility and preparation for future shocks Benchmarking Use of external and internal comparisons to better evaluate current performance Adopting best practices: things people adn organization do that lead to superior performance Staff Planners Experts who assist in all steps of the planning process They help bring focus and expertise to a wide variety of planning tasks Important: Communication between staff planers landline managers is essential for teh success of teh planning process Goal Setting - Always set SMART goal The solution: Goal Aligment Between Team Leader and Team Member Jonintly plan: Set objectives, set standards, choose actions Individually acy: Perform tasks (member), provide support (leader) Jointly control: Review results, discuss implications, renew cycle x4 Collective effort and commitment Participatroy planning Includes in all planning steps that people who will be affected by the plans adn askedd to help implement them Unloacks motivational potential of goal setting Management by objective (MBO) promotes participation Participation increases understanding and acceptance of plan and commitment to success Participatory planning - Number of people involved in teh decision making process Amazon is intensely focused on what it does. It believes in creating tight single-threaded teams, also known as “2 pizza team.” Data and Decision Making What are some of the important competencies managers must have today? Delegate Marketing and technology Manager must have Technological competency Ability to understand new technologies and to use them to their best advantage Information competency Ability to locate, gather, organize and display information for decision-making and problem solving Analytical competency Ability to evaluate and analyze information to make actual decisions and solve real problems What is the difference between Data and Information Data Raw facts and observation Information Data made useful and meaningful for decision-making Important concepts Big data Exists in huge quantities and is difficult to process without sophisticated mathematical and analytical techniques Data production today Bernard Marr is an internationally best-selling author. He helps organizations improve their business performance, use data more intelligently Data mining The process of analyzing data to produce useful information for decision-makers Management Analytics The systematic evaluation and analysis of data to make informed decision Information drives management Bad Data Refers to information that can be erroneous, misleading, and without general formatting The challenge: Can er use the data that is available in the “Big Data” Needs to be valid Can not trust everything out there Being ethical Look at the trends Data is structured and unstructured Data BIg Data = Structured + Unstructured Information Drive Management decision making What are the characteristics of useful information Easy to access If its credible Accurate Characteristics of useful information: Timely High quality Complete Relevant Understandable What about bad data It's not credible Miss information If it is not structured/ organized Bias based on opinions Confusing If its updated Bad data Refers to information that can be erroneous miss What are some examples of Management information system Business intelligence -BI Information systems to extract and report data in organized ways that are useful to decision-makers Executive dashboards Visually update and display key performance metrics (or Key Performance Indicators -KPIs) and information on a real-time basis Information needs in organization External Environment Information exchanges with the external environment Gather intelligence information Provide public information Information needs within the organizations (internal Enviroement) Information exchange within the organization Facilitate decision making Facilitate problem-solving Managers as information processors Continually gather, share and receive information Now as much electronic as it is face-to-face Always on, always connected How many people telecommute at least once a week 70% of people globally work remotely at least once a week, Work at home after covid 19 our forecast Our best estimate it that 25-30% of the workforce will be working form home multiple days a week by the end of 2021 As of 2023, 12.7% of full time employees work from home, while 28.2% work a hybrid model Managers as problem solvers Problem-solving The process of identifying a discrepancy between actual and desired performance and taking action to resolve it Ishikawa Fishbone diagram To identify the cause of problems Decision A choice among possible alternative courses of action Performance threat Something is wrong or has the potential to go wrong Performance opportunity The situation offers the chance for a better future if the right steps are taken Problem-solving approaches or style - from textbook Problem avoiders Inactive in information gathering and solving problems Problem seekers Proactive in anticipation of problems and opportunities and taking appropriate action to gain an advantage Problem solvers Reactive in gathering information and solving problem Managers - can approach problems in a systematic or intuitive manner Systematic thinking approaches problem in rational, step-by-step and analytical fashion Intuitive thinking approaches problems in a flexible and spontaneous fashion Multidimensional thinking- applies both intuitive and systematic thinking Managers face structured and unstructured problems Structure problems Are ones that are familiar, straight forward, and clear with respect to information needs Program decisions apply solutions that are readily available from past experiences to solve structured problems Know how to solve them Familiar Know what we are dealing with Unstructured problems Are ones that are full of ambiguities and information deficiencies Nonprogrammed decisions apply a specific solution to meet the demands of a unique problem Commonly faced by higher-level management Crisis decision making A crisis involves an unexpected problem that can lead to disaster if not resolved quickly and appropriately Ruled for crisis management Figure out what is going on Remember that speed matters Remember that slow counts, too Respect the danger of the unfamiliar Value the skeptic Be ready to “fight fire with fire” Managers make decisions with various amounts of information Certain environment Offers complete information on possible action alternatives and their consequences Risk environment Lacks complete information but offers probabilities of the likely outcomes for possible action alternatives Uncertain environment Lacks so much information that it is difficult to assign probabilities to the likely outcomes of alternative Ex: Certain and uncertain environments: The worldwide Governance Indicators for over 200 countries, comparing distinct environments (Canada-Brazil) Step 1-Identify and define the problem Focuses on information gathering information processing and deliberation Decision objectives should be established What are some common mistakes in definding problems? Common mistakes in defining problems Defining the problem too broadly or too narrowly Focusing on symptoms instead of causes Choosing the wrong problem to deal with Step 2- Generate and Evaluate Alternative Courses of Action Potential solutions are formulated and more information is gathered, data are analyzed, the advantages and disadvantages of alternative solutions are identified Common mistakes: Abandoning the search for alternatives too quickly Step 3- Decide on a preferred course of Action Two different approaches Behavioural model leads to satisficing decisions Classical model les to optimising decisions Behavioural Model Rationality is bounded because: There are limits our thinks capacity Available information (incomplete) Time constraints Step 4-Implement the decision Involves taking action to make sure the solution decided upon becomes a reality Managers need to have the willingness and ability to implement action plans Problems: Lack of participation error should be avoided Step 5 - Evaluate Results Involves comparing actual and desired results The positive and negative consequences of the chosen course of action should be examined If actual results fall short desire results, the manager returns to earlier steps in the decision-making process At all steps, check ethical reasoning Ask these spotlight questions Utility Does teh decision satisfy all constituents or stakeholders Rights Does the description respect the rights and duties of everyone? Justice Is the decision consistent with the canons of justice Caring Is the decision consistent with my responsibilities to care? Issues in decision-making How do errors happen? Heuristics: are strategies for simplifying decision-making Availability Bias: Bases a decision on recent information or events Representativeness bias: Bases a decision on similarity to other situations Anchoring and Adjustment Bias: Bases a decision on incremental adjustment from a prior decision point Framing error: Tring to solve a problem in the context perceived, positive or negative Confirmation Error: Focusing on information that confirms a decision already made Escalating commitment: Continuing a course of action even though it is not working Creative Decision making Creativity is the generation of a novel idea or unique approach that solves a problem or crafts an opportunity Big C: Creativity occurs when extraordinary things are done by exceptional people Little C: Creativity occurs when average people come up with unique ways to deal with daily events and situations The three types of situational creativity drivers Chapter review What are objectives and goals? The specific results or desired outcomes What are the 5 characteristics of great (SMART) goals? Forecasting - Attempts Qualitative forecasting uses options Quantitative forecasting uses mathematical models and statistical analysis of historical data and surveys Scenarios-Oracle’s crystal ball combines qualitative and quantitative methods

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