pertemuan 1 2 (modul 1-5)

PPT

Module 1

Business Communication,

Management, and Success

McGraw-Hill/Irwin Copyright © 2009 by The McGraw-Hill Companies, Inc. All rights reserved.

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Business Communication, Business Communication, Management, and SuccessManagement, and Success

To learn how toTo learn how to Begin to develop effective Begin to develop effective

messages.messages. Think creatively.Think creatively.

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Start by answering these questions:Start by answering these questions: Will I really have to write?Will I really have to write? Don’t I know enough about Don’t I know enough about

communication?communication? What do I need to know about my What do I need to know about my

audience(s)?audience(s)?

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Start by answering these questions:Start by answering these questions: Now that I have my analysis, what Now that I have my analysis, what

do I do with it?do I do with it? What if my audiences have different What if my audiences have different

needs?needs? How do I reach my audience(s)?How do I reach my audience(s)?

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Workplace Communication Workplace Communication ChallengesChallenges

40 million people in the U.S. alone have limited literacy skills, including some college graduates.

States spend more than $220 million annually on remedial writing programs for employees.

Corporations may spend $3.1 billion annually to fix problems from writing deficiencies.

The cost is $22.13 per page for a typical letter.

Big Giant

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Workplace Communication Workplace Communication Challenges Challenges continuedcontinued

Globalization is helping increase employee recruitment from beyond the local labor pool.

Millions of Americans are becoming eligible to retire. Some of the millions to replace them have very different workplace expectations.

Big Giant

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Verbal and Nonverbal Verbal and Nonverbal CommunicationCommunication

Verbal Communication Face-to-Face/Phone Conversations/Meetings E-mail/Voice-Mail Messages Letters, Memos, and Reports

Nonverbal Communication Pictures/Company Logos Gestures/Body Language Who Sits Where/How Long a Visitor is Kept

Waiting

Big Giant

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Myths About Workplace WritingMyths About Workplace Writing

Secretaries will do all my writing. Secretaries will do all my writing.

I’ll use form letters or templates I’ll use form letters or templates when I need to write.when I need to write.

I’m being hired as an accountant, I’m being hired as an accountant, not a writer.not a writer.

I’ll just pick up the phone.I’ll just pick up the phone.

Big Giant

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Business and School WritingBusiness and School Writing

Differ based onDiffer based on Purpose.Purpose. Audience.Audience. Information.Information. Organization.Organization. Style.Style. Document design.Document design. Visuals.Visuals.

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Internal and External AudiencesInternal and External Audiences

InternalInternal SubordinatesSubordinates SupervisorsSupervisors PeersPeers

ExternalExternal Customers/StockholdersCustomers/Stockholders Unions/Government AgenciesUnions/Government Agencies Press/General PublicPress/General Public

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Basic PurposesBasic Purposes

Workplace writing can have one Workplace writing can have one or more of these basic purposes:or more of these basic purposes: To inform.To inform. To request or to persuade.To request or to persuade. To build goodwill.To build goodwill.

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Good Business WritingGood Business Writing

Is clear.Is clear. Is complete.Is complete. Is correct.Is correct.Builds goodwill.Builds goodwill.Saves the reader’s time.Saves the reader’s time.

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PAIBOCPAIBOC

PP What are yourWhat are your purposespurposes in in writing?writing?

AA Who is (are) yourWho is (are) your audiencesaudiences??

II What What informationinformation must your must your message include?message include?

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PAIBOCPAIBOC continuedcontinued

BB What reasons or readerWhat reasons or reader benefitsbenefits can you use to support can you use to support your position? your position?

OO WhatWhat objectionsobjections can you can you expect your reader(s) to have? expect your reader(s) to have?

CC How will theHow will the contextcontext affect affect reader response?reader response?

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Adapting Your Message to Adapting Your Message to Your AudienceYour Audience

To learn how toTo learn how to Continue to analyze your audiences.Continue to analyze your audiences. Begin to adapt your message to Begin to adapt your message to

your audiences.your audiences. Begin to understand what your Begin to understand what your

organization wants.organization wants.

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Start by answering these questions:Start by answering these questions: Who is my audience?Who is my audience? Why is audience so important?Why is audience so important? What do I need to know about my What do I need to know about my

audience(s)?audience(s)?

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Start by answering these questions:Start by answering these questions: Now that I have my analysis, what Now that I have my analysis, what

do I do with it?do I do with it? What if my audiences have different What if my audiences have different

needs?needs? How do I reach my audience(s)?How do I reach my audience(s)?

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Kinds of AudiencesKinds of Audiences

Initial AudienceInitial Audience

GatekeeperGatekeeper

Primary AudiencePrimary Audience

Secondary AudienceSecondary Audience

Watchdog AudienceWatchdog Audience

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PAIBOCPAIBOC

PP What are your What are your purposespurposes in in writing?writing?

AA Who is (are) yourWho is (are) your audiencesaudiences??

II What What informationinformation must your must your message include?message include?

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PAIBOC PAIBOC continuedcontinued

BB What reasons or readerWhat reasons or reader benefitsbenefits can you use to support can you use to support your position? your position?

OO WhatWhat objectionsobjections can you can you expect your reader(s) to have? expect your reader(s) to have?

CC How will theHow will the contextcontext affect affect reader response?reader response?

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The Communication ProcessThe Communication Process

The Communication ModelThe Communication Model PerceptionPerception InterpretationInterpretation Choice/ Choice/

SelectionSelection Encoding/ Encoding/

DecodingDecoding ChannelChannel NoiseNoise

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Audience Analysis FactorsAudience Analysis Factors

EmpathyEmpathyKnowledgeKnowledgeDemographic FactorsDemographic FactorsValues and BeliefsValues and BeliefsPersonalityPersonalityPast BehaviorPast Behavior

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Discourse CommunityDiscourse Community

A group of people who share A group of people who share assumptions aboutassumptions about What channels, formats, and styles What channels, formats, and styles

to use. to use. What topics to discuss. What topics to discuss. How to discuss topics.How to discuss topics. What constitutes evidence.What constitutes evidence.

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Organizational (Corporate) Organizational (Corporate) CultureCulture

Norms of behavior in Norms of behavior in an organization are an organization are revealedrevealed Verbally through the Verbally through the

organization’s myths, organization’s myths, stories, and heroes. stories, and heroes.

Nonverbally through the Nonverbally through the allocation of space, allocation of space, money, and power.money, and power.

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Adapting Messages to an Adapting Messages to an AudienceAudience

StrategyStrategy

OrganizationOrganization

Word ChoiceWord Choice

Document DesignDocument Design

Photographs and VisualsPhotographs and Visuals

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Gatekeepers and Primary Gatekeepers and Primary AudienceAudience

To reach, focus onTo reach, focus on Content and choice of Content and choice of

details.details. Organization.Organization. Level of formality.Level of formality. Use of technical terms Use of technical terms

and theory.and theory.

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Written MessagesWritten Messages

Make it easier toMake it easier to Present many specific Present many specific

details.details. Present extensive or Present extensive or

complex financial data.complex financial data. Minimize undesirable Minimize undesirable

emotions.emotions.

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Oral MessagesOral Messages

Make it easier toMake it easier to Answer questions, resolve Answer questions, resolve

conflicts, and build conflicts, and build consensus.consensus.

Use emotion to persuade.Use emotion to persuade. Get immediate action or Get immediate action or

response.response. Focus the reader’s Focus the reader’s

attention.attention. Modify a proposal Modify a proposal

unacceptable in its original unacceptable in its original form.form.

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Communication ChannelsCommunication Channels

Channels vary according to Speed. Accuracy of transmission. Cost. Number of messages

carried. Number of people reached. Efficiency. Ability to promote goodwill.

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For Written For Written andand Oral Messages Oral Messages

Adapt the message to the Adapt the message to the audience.audience.

Show the audience how it will Show the audience how it will benefit from the idea, policy, benefit from the idea, policy, service, or product.service, or product.

Overcome any objections the Overcome any objections the audience may have.audience may have.

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For Written For Written andand Oral Messages Oral Messages continuedcontinued

Use you-attitude and positive Use you-attitude and positive emphasis.emphasis.

Use visuals to clarify or Use visuals to clarify or emphasize material.emphasize material.

Specify what the audience should Specify what the audience should do.do.

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Communicating Across Communicating Across CulturesCultures

To learn how toTo learn how to Consider diversity as part of Consider diversity as part of

audience analysis.audience analysis. Begin to be aware of the values, Begin to be aware of the values,

beliefs, and practices in other beliefs, and practices in other cultures.cultures.

Become even more sensitive to Become even more sensitive to verbal and nonverbal behavior.verbal and nonverbal behavior.

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To learn how toTo learn how to Deal with discrimination.Deal with discrimination. Adapt to different expectations in the Adapt to different expectations in the

workplace.workplace. Use bias-free language and photos.Use bias-free language and photos.

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Start by answering these questions:Start by answering these questions: What is “culture”?What is “culture”? How does culture affect business How does culture affect business

communication?communication? There are so many different There are so many different

cultures! How can I know enough to cultures! How can I know enough to communicate?communicate?

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Start by answering these questions:Start by answering these questions: Are differences among generations Are differences among generations

changing the workplace and how we changing the workplace and how we communicate? communicate?

How can I make my documents How can I make my documents bias-free?bias-free?

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Diversity and Culture BasicsDiversity and Culture Basics

Diversity has always been with us—Diversity has always been with us—even if people didn’t recognize it or its even if people didn’t recognize it or its value.value.

No “one-size-fits-all” approach to No “one-size-fits-all” approach to working with cultural differences working with cultural differences exists.exists. Use information here as guidelines.Use information here as guidelines. Remember that people are individuals Remember that people are individuals

as well as group members.as well as group members.

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Diversity and Culture Basics Diversity and Culture Basics continued

Be open to change and difference.Be open to change and difference. Globalization is changing how we do Globalization is changing how we do

business.business. Services performed by non-U.S. Services performed by non-U.S.

workers are increasingly common.workers are increasingly common. Offshoring of jobs will continue.Offshoring of jobs will continue.

Forrester Research predicts 3.3 million Forrester Research predicts 3.3 million white-collar jobs to leave in the next 15 white-collar jobs to leave in the next 15 years.years.

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Diversity in the WorkplaceDiversity in the Workplace

GenderGender Race and ethnicityRace and ethnicity Regional and national originRegional and national origin Social classSocial class ReligionReligion AgeAge Sexual orientationSexual orientation Physical abilityPhysical ability

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Diversity in the WorkplaceDiversity in the Workplace

continuedcontinued

High-Context CulturesHigh-Context Cultures Most information is Most information is

inferred from the context inferred from the context of a message.of a message.

Little is “spelled out.”Little is “spelled out.” Examples: Japanese, Examples: Japanese,

Arabic, and Latin Arabic, and Latin American cultures.American cultures.

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Diversity in the Workplace Diversity in the Workplace continuedcontinued

Low-Context CulturesLow-Context Cultures Context is less Context is less

important than words.important than words. Most information is Most information is

spelled out; words are spelled out; words are privileged.privileged.

Examples: German, Examples: German, Scandinavian, and Scandinavian, and dominant U.S. cultures.dominant U.S. cultures.

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Diversity in the Workplace Diversity in the Workplace continuedcontinued

RememberRemember In nations like the U.S., Canada, In nations like the U.S., Canada,

and Brazil, multiple cultures exist. and Brazil, multiple cultures exist. While the dominant culture may be While the dominant culture may be privileged, recognize that minority privileged, recognize that minority cultures may have different norms cultures may have different norms with regard to behavior.with regard to behavior.

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Dimensions of CultureDimensions of Culture

Values, Beliefs, and Values, Beliefs, and Practices Practices

Nonverbal Nonverbal CommunicationCommunication

Body LanguageBody Language Eye ContactEye Contact GesturesGestures SpaceSpace Spatial Spatial

ArrangementsArrangements

TimeTime DressDress ColorsColors HeightHeight Oral Oral

CommunicationCommunication Understatement, Understatement,

Exaggeration, and Exaggeration, and SilenceSilence

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Conversational StyleConversational Style

How long a pause tells How long a pause tells you that it’s your turn to you that it’s your turn to speak?speak?

Do you see interruption Do you see interruption as rude?as rude?

Do you show interest by Do you show interest by asking lots of asking lots of questions?questions?

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Communicating with Different Communicating with Different CulturesCultures

Brenda Arbalaez suggests beingBrenda Arbalaez suggests being Aware that values and behaviors Aware that values and behaviors

are influenced by culture.are influenced by culture. Flexible.Flexible. Sensitive.Sensitive. Aware of the others’ values, beliefs, Aware of the others’ values, beliefs,

and practices.and practices. Sensitive to differences among Sensitive to differences among

individuals.individuals.

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Generational DifferencesGenerational Differences

Different opinions on birth years, but Different opinions on birth years, but in general:in general: Baby Boomers (post-WWII to middle Baby Boomers (post-WWII to middle

1960s).1960s). Generation X (middle 1960s to early Generation X (middle 1960s to early

1980s).1980s). Millennials (Early 1980s to middle Millennials (Early 1980s to middle

1990s).1990s). Some observers see challenges.Some observers see challenges.

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Generational DifferencesGenerational Differencescontinuedcontinued

Baby Boomers and MillennialsBaby Boomers and Millennials Two largest U.S. generations.Two largest U.S. generations. MayMay differ in opinion on appropriate workplace differ in opinion on appropriate workplace

Dress.Dress. Ethics.Ethics. Hierarchies. Hierarchies. Expectations.Expectations. Responsiveness.Responsiveness. Autonomy.Autonomy. Goals.Goals. Technology.Technology. Communication.Communication.

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Generational DifferencesGenerational Differencescontinuedcontinued

Millennials’ strengths includeMillennials’ strengths include Multitasking.Multitasking. Optimism.Optimism. Confidence.Confidence. Enthusiasm.Enthusiasm. Organization.Organization. Goal Orientation.Goal Orientation. Technology use.Technology use.

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Ways to Make Language Ways to Make Language NonsexistNonsexist

Use Use Words that treat both Words that treat both

sexes respectfully.sexes respectfully. Titles that do not imply Titles that do not imply

one sex “ought” to do a one sex “ought” to do a certain job.certain job.

The appropriate gender The appropriate gender pronoun when referring pronoun when referring to a specific person.to a specific person.

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Ways to Make Language Ways to Make Language Nonsexist Nonsexist continuedcontinued

UseUse ““Ms.” As the Ms.” As the

courtesy title for courtesy title for a woman unlessa woman unless The woman has a The woman has a

professional title.professional title. You know that a You know that a

woman prefers to woman prefers to be addressed by a be addressed by a traditional title.traditional title.

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Ways to Make Language Ways to Make Language Nonsexist Nonsexist continuedcontinued

When you write about anyone who When you write about anyone who may be in a job or position, make may be in a job or position, make pronouns nonsexist.pronouns nonsexist. Use plurals. Use plurals. Use Use youyou.. Revise the sentence to omit the Revise the sentence to omit the

pronounpronoun Use pronoun pairs.Use pronoun pairs.

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Ways to Make Language Ways to Make Language NonracistNonracist

Eliminate adjectives that reinforce Eliminate adjectives that reinforce negative stereotypes.negative stereotypes. Biased: Biased: The motivated black students The motivated black students

were assigned to internship positions were assigned to internship positions throughout the company.throughout the company.

Bias-free: Bias-free: The students were assigned to The students were assigned to internship positions throughout the internship positions throughout the company.company.

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Ways to Make Language Ways to Make Language NonracistNonracist continuedcontinued

Identify race or ethnic origin only if Identify race or ethnic origin only if it’s relevant.it’s relevant. Biased: Biased: Paloma Esteban, a Latino, has Paloma Esteban, a Latino, has

been appointed Vice-President of been appointed Vice-President of Finance.Finance.

Bias-free: Bias-free: Mike Waters, a Sioux, Mike Waters, a Sioux, translated the governor’s speech into the translated the governor’s speech into the Lakota language.Lakota language.

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Eliminate words and phrases with Eliminate words and phrases with negative connotations.negative connotations. Biased: Biased: Many of our managers who come Many of our managers who come

from culturally deprived backgrounds now from culturally deprived backgrounds now function as role models for young people function as role models for young people through our mentoring program.through our mentoring program.

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Bias-free: Bias-free: Many of our managers whose Many of our managers whose family heritage is African, Asian, Spanish, family heritage is African, Asian, Spanish, or Appalachian now function as role or Appalachian now function as role models for young people through our models for young people through our mentoring program.mentoring program.

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Talking about People withTalking about People withDiseases or DisabilitiesDiseases or Disabilities

Use “people first” language and Use “people first” language and avoid using adjectives as nouns.avoid using adjectives as nouns. Biased:

the alcoholic the drug addict the handicapped

Bias-free: the woman who is an alcoholic the man who abuses drugs people with disabilities

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Talking about People withTalking about People withDiseases or Disabilities Diseases or Disabilities continuedcontinued

Emphasize people’s abilities, not Emphasize people’s abilities, not their limits or disabilities.their limits or disabilities. Biased: Biased: Jenny Ling has done an Jenny Ling has done an

outstanding job as our spokesperson, outstanding job as our spokesperson, even though she has diabetes.even though she has diabetes.

Bias-free:Bias-free: Jenny Ling has done an Jenny Ling has done an outstanding job as our spokesperson outstanding job as our spokesperson for the past seven years.for the past seven years.

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Ways to Make Language Ways to Make Language NonagistNonagist

Refer to age only if it’s truly Refer to age only if it’s truly relevant.relevant. Biased: Biased: Tomoko Watanabe, 67, is Tomoko Watanabe, 67, is

president of Competitive Data president of Competitive Data Management.Management.

Bias-free: Bias-free: Tomoko Watanabe is Tomoko Watanabe is president of Competitive Data president of Competitive Data Management.Management.

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Ways to Make Language Ways to Make Language NonagistNonagist continuedcontinued

Avoid stereotypes.Avoid stereotypes. Biased:Biased: With her grandmotherly With her grandmotherly

ways, good old Mary Grace makes ways, good old Mary Grace makes everyone in Unit 2 feel special.everyone in Unit 2 feel special.

Bias-free:Bias-free: For the past 35 years, For the past 35 years, Mary Grace has been helping to Mary Grace has been helping to create team spirit in Unit 2.create team spirit in Unit 2.

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Ways to Make Language Ways to Make Language NonagistNonagist continuedcontinued

Avoid negative labels for children, Avoid negative labels for children, such as such as “children from broken “children from broken homes.”homes.”

Remember families can be single-Remember families can be single-parent and diverse.parent and diverse.

Use nonsexist descriptions and Use nonsexist descriptions and images of children.images of children.

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Bias Free Photos and Bias Free Photos and IllustrationsIllustrations

Check visuals for bias. Are the people diverse? Are power relationships

balanced? Can you create your

own visuals rather than rely on biased clip art?

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Planning, Writing, and RevisingPlanning, Writing, and Revising

To learn how toTo learn how to Increase the number of expert Increase the number of expert

processes you use.processes you use. Use your time effectively.Use your time effectively. Revise after feedback.Revise after feedback.

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Start by answering these questions:Start by answering these questions: Does it matter what process I use?Does it matter what process I use? I don’t have much time. How should I I don’t have much time. How should I

use it?use it? What planning should I do before I What planning should I do before I

begin writing or speaking?begin writing or speaking? What is revision? How do I do it?What is revision? How do I do it?

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Start by answering these questions:Start by answering these questions: What is revision? How do I do it?What is revision? How do I do it? Can a grammar checker do editing for Can a grammar checker do editing for

me?me? I spell check. Do I still need to I spell check. Do I still need to

proofread?proofread? How can I overcome writer’s block?How can I overcome writer’s block? Can I use form letters?Can I use form letters? How can I get better feedback?How can I get better feedback?

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Expert WritersExpert Writers

Realize that the first draft can be Realize that the first draft can be revised.revised.

Write regularly.Write regularly.

Break big jobs into smaller Break big jobs into smaller chunks.chunks.

Have clear goals for purpose and Have clear goals for purpose and audience.audience.

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Expert Writers Expert Writers continuedcontinued

Have several different strategies Have several different strategies to choose from.to choose from.

Use rules flexibly.Use rules flexibly.

Edit after the draft is complete.Edit after the draft is complete.

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A Formula for Using TimeA Formula for Using Time

A Model for WritingA Model for Writing ONE THIRDONE THIRD analyzing, analyzing,

gathering, and gathering, and organizing.organizing.

ONE THIRDONE THIRD drafting/writing.drafting/writing.

ONE THIRDONE THIRD evaluating, revising, evaluating, revising,

editing, and editing, and proofreading.proofreading.

Revising Writing Analyzing

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Activities of WritingActivities of Writing

PlanningPlanning GatheringGathering WritingWriting EvaluatingEvaluating Getting FeedbackGetting Feedback RevisingRevising EditingEditing ProofreadingProofreading

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Invention TechniquesInvention Techniques

BrainstormBrainstormFreewriteFreewriteClusterClusterTalk to Your AudiencesTalk to Your AudiencesStoryboardStoryboard

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Post-Writing ActivitiesPost-Writing Activities

RevisingRevising

EditingEditing

ProofreadingProofreading

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Overcoming Writer’s BlockOvercoming Writer’s Block

Participate actively in the Participate actively in the organization and the community.organization and the community.

Practice writing regularly and in Practice writing regularly and in moderation.moderation.

Learn as many strategies as you Learn as many strategies as you can.can.

Talk positively to yourself.Talk positively to yourself. Talk about writing to other people.Talk about writing to other people.

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Overcoming ProcrastinationOvercoming Procrastination

Set a regular time to write. Develop a ritual for writing. Try freewriting. Write down the thoughts and fears

you have as you write. Identify the problem that keeps you

from writing. Set modest goals and reward yourself

for reaching them.

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Designing Documents, Slides, and Screens

To learn how toTo learn how to Develop visual literacy.Develop visual literacy. Apply design principles to paper Apply design principles to paper

pages, presentation slides, and Web pages, presentation slides, and Web pages.pages.

Use computers to create headings, Use computers to create headings, lists, and other features to make lists, and other features to make documents easy to read.documents easy to read.

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Start by answering these questions:Start by answering these questions: How should I design paper pages?How should I design paper pages? How should I design presentation How should I design presentation

slides?slides? How should I design Web pages?How should I design Web pages?

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Start by answering these questions:Start by answering these questions: How do I know whether my design How do I know whether my design

works?works? When should I think about design?When should I think about design?

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Good Document DesignGood Document Design

Saves time and money.Saves time and money. Reduces legal problems.Reduces legal problems. Builds goodwill.Builds goodwill. Looks inviting, friendly, and Looks inviting, friendly, and

easy-to-read.easy-to-read. Enhances your credibility.Enhances your credibility. Builds an image of you as Builds an image of you as

professional and professional and competent.competent.

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To Design Paper PagesTo Design Paper Pages

Use white space for separation Use white space for separation and emphasis.and emphasis.

Use headings to group points.Use headings to group points. Limit the use of capital letters.Limit the use of capital letters. Use no more than two typefaces.Use no more than two typefaces. Use justification appropriate to the Use justification appropriate to the

audience.audience.

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To Create Effective White SpaceTo Create Effective White Space

To create effective white space, use Headings. A mix of paragraph lengths. Lists by using

Tabs or indents to align things vertically.

Numbered lists when the number or sequence of items is exact.

Bullets when the number and sequence don’t matter.

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Choice of MarginsChoice of Margins

Use justified margins when you Can use proportional typefaces. Want a more formal look. Want to use as few pages as possible. Write to skilled readers.

Use ragged margins when you Do not have proportional typefaces. Want a less formal look. Want to revise one page without reprinting all. Use very short line lengths.

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To Design Presentation SlidesTo Design Presentation Slides

Use a big font.Use a big font.

Use bullet-point phrases.Use bullet-point phrases.

Use clear, concise language Use clear, concise language and appropriate clip art.and appropriate clip art.

Make only three to five points Make only three to five points per slide. per slide.

Choose a consistent template, Choose a consistent template, customizing slides where customizing slides where necessary.necessary.

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To Design Web PagesTo Design Web Pages

Provide an introductory statement Provide an introductory statement on the first screen.on the first screen.

Offer an overview of the content of Offer an overview of the content of your page.your page.

Put interesting and useful Put interesting and useful information up front.information up front.

Minimize large graphics and Minimize large graphics and animation.animation.

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To Design Web PagesTo Design Web Pages continuedcontinued

Include an “off” button for animation Include an “off” button for animation and music on introduction pages.and music on introduction pages.

Provide visual variety.Provide visual variety. Unify multiple pages.Unify multiple pages. On each page, provide a link to the On each page, provide a link to the

home page.home page.

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To Incorporate Good DesignTo Incorporate Good Design

Follow These GuidelinesFollow These Guidelines As you plan, think about your As you plan, think about your

audience.audience. As you write, incorporate lists As you write, incorporate lists

and headings.and headings. Get feedback from people who Get feedback from people who

will be using your document.will be using your document. As you revise, check your draft As you revise, check your draft

against the guidelines in this against the guidelines in this module.module.

pertemuan 1 2 (modul 1-5)

Education