Answer to Question 1
Messages address the who, what, where, when, why, and how of a situation. Developing spoken messages involves the use of procedures to ensure that the message is clear, listeners connect with the speaker, and speakers check listeners' understanding of the message.
Simple procedures can be used to make sure business telephone calls meet professional standards. They focus on being polite, obtaining accurate information, and providing help for the caller if necessary.
The ability to listen effectively requires skill and experience. When basic principles are practiced, listeners are more likely to understand spoken messages.
Managers communicate with actions as well as words. Sometimes their nonverbal communication sends messages that do not match what they are saying. Managers should recognize common nonverbal actions and minimize those that create a negative impression.
Answer to Question 2
The four major wine classifications are still, sparkling, fortified, and aromatized. Still wines are made by fermentation of fruit juices, mainly grapes, where the carbon dioxide resulting from fermentation is allowed to escape from the wine. Sparkling wines are made by fermentation of juice where the carbon dioxide resulting from fermentation is captured or added back to the wine. Fortified wines are those in which the spirit is added to the wine to increase its alcohol content. Aromatized wines are those in which a flavoring ingredient is added to the wine. Ingredients commonly used to flavor aromatized wines include a variety of herbs, roots, flowers, and barks, including quinine.
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