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- CAPITOL REEF: CONFLICT RESOLUTION
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Fee: $695.00
Dates: 8/22/2024 - 8/24/2024
Times: 8:00 AM - 5:00 PM
Days: Th F Sa
Sessions: 3
![](https://www.uvu.edu/professional/images/_campusce/discover-s-23/crw-header.png)
Learning Outcomes Student Profiles Program Schedule Instructor Bio Register Now
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Program Overview |
Taking place at UVU's state of the art field station located in the middle of Capitol Reef National Park, and surrounded by red rock and clear skies, step into the stillness of the Colorado plateau as you learn to master conflict management. Conflict in one form or another is an inevitable result of human relationships and societies. Whether you’re interacting with coworkers, customers, staff, partners or personal relationships, people have differing opinions, interests, and goals which will create tension and disagreements. In this workshop participants will learn through experiential practices, how to recognize the root cause of conflict, learn skills for de-escalation, effective and positive resolution of conflict and gain tools for tackling difficult situations in the future. Join us in learning how to transform challenging situations into strategic relationships. A mandatory pre-trip planning meeting will be held one week prior to the trip. Food and lodging will be provided. Transportation is not provided. |
Learning Outcomes |
- Participants will be able to identify different types of conflict and differentiate positive tension from destructive friction and utilize appropriate models for resolution.
- Participants will understand effective de-escalation techniques and practice them in class.
- Participants will learn how their perspective of conflict can determine their success or failure.
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Student Profiles |
This program is designed for professionals and individuals looking to improve their professional and personal lives to become more self-aware, create more positive and productive relationships, and learn healthier ways to communicate and resolve conflict. The ideal candidate would be someone who recognizes the importance of effective conflict resolution in the workplace and is committed to developing the skills and knowledge needed to address conflicts in a productive and positive way.
This program is also designed for employers and organizations looking to develop team members who are more fully engaged, productive, resilient, and committed to contributing their individual strengths and differences to achieve organizational goals.
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Program Schedule |
Modules in this program focus on conflict resolution strategies, and best practices for leaders, managers, professionals, employees, and entrepreneurs. All sessions are held in person at UVU's Lehi Campus or may also be attended live online via Zoom. Sessions are presented in a highly interactive format that enables participants to easily engage with the instructor and other participants, including joining in small group work and networking opportunities.
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Session 1 :: Understanding The Nature of Conflict |
In this module, you will learn what conflict is, the different forms it can take (e.g., interpersonal, intergroup, international), and why it is important to understand conflict. You will also learn about the various factors that can lead to conflict, such as differences in values, beliefs, interests, power imbalances, and competition over scarce resources. The instructor will provide examples of conflicts that arise in various settings and discuss the importance of understanding the underlying causes of conflict. |
Session 2 :: Negotiation 101: The Elements and Stages Of Effective Accords |
In this module, you will learn the key elements and stages of conflict resolution, the importance of effective negotiation, and strategies that can be used in building resilient partnerships and agreements. Participants will also learn how to identify appropriate compromises and follow up actions to measure success. |
Session 3 :: Communication: The Key to Resolution |
In this module, you will learn how effective communication can help prevent and resolve conflicts, and why communication is such an important tool in conflict resolution. You will also learn various communication skills that are useful in conflict resolution, such as active listening, empathy, and effective questioning. |
Session 4 :: Emotional Intelligence and De-Escalation
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In this module, you will learn about what emotional intelligence is, why it is important, and how it relates to de-escalation. You will also learn how to become more self-aware, how to self-regulate, practice empathy, and social skills. The instructor will help you learn de-escalation techniques for diffusing tense situations.
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Instructor Bio |
Bradley C. Wardle Director | Utah Fire & Rescue Academy
Director Wardle has over 38 years of diverse experience in all areas of emergency response and management. He began working at the Utah Fire & Rescue Academy (UFRA) in 2015 and was appointed Director in 2017. Prior to coming to UFRA, Brad was Fire Chief for the City of Mountain View, California from 2010 to 2015. He began his career in the fire service as a part-time firefighter starting in 1986 with the City of West Jordan, Utah. In 1987 he was hired as a full-time firefighter and from there progressively promoted through each rank of responsibility, eventually serving as Fire Chief for six years. During this time, he also served as Interim City Manager. He left West Jordan for Mountain View in 2010. Director Wardle has held numerous leadership and teaching positions including serving as President of the Santa Clara County California Fire Chiefs Association and President of the Utah State Fire Chiefs Association. He teaches courses in Public Administration with the College of Health and Public Services, and in the Certified Public Manager program for Utah Valley University. Brad is a current member of the International Association of Fire Chiefs and National Fire Protection Association.
Director Wardle holds a Master of Public Administration Degree from the University of Utah, a Bachelor of Science Degree in Consumer Studies and Economics from the University of Utah and an associate degree in Fire Science from Utah Valley University.
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BUILDING BRIDGES TO OVERCOME DIFFERENCES
Conflict in one form or another is an inevitable result of human relationships and societies. Whether you’re interacting with coworkers, customers, staff, partners or personal relationships, people have differing opinions, interests, and goals which will create tension and disagreements. In this workshop participants will learn through experiential practices, how to recognize the root cause of conflict, learn skills for de-escalation, effective and positive resolution of conflict and gain tools for tackling difficult situations in the future. Join us in learning how to transform challenging situations into strategic relationships.
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- CERTIFIED GLOBAL BUSINESS PROFESSIONAL
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Fee: $995.00
Dates: 9/11/2024 - 11/13/2024
Times: 6:00 PM - 9:00 PM
Days: W
Sessions: 10
![](https://www.uvu.edu/executiveed/images/campusce/gbp/banner.png)
Learning Outcomes Student Profiles Program Schedule Instructor Bio Register Now
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Program Overview |
Businesses looking to significantly expand their global market presence can do so by working with partners from around the world. Effective globalization of an enterprise requires professionals trained in global logistics, operations, finance, sales, marketing, and business development to make these relationships productive. These professionals guide the enterprise through international law, finance, politics, HR policy, and more.
The NASBITE Certified Global Business Professional program is designed to train professionals in global commerce. Whether for a small company or a larger enterprise, participants who earn the CGBP credential will learn develop unique skills, knowledge, and perspectives needed for successful expansion across borders and cultures, providing their organizations with enhanced markets access and growth opportunities.
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Learning Outcomes |
The Global Business Professional program utilizes the NASBITE Certified Global Business Professional “Practice Delineation” body of knowledge to best equip participants to work in globalized business. The four top-level domains covered are Global Business Management, Global Marketing, Supply Chain Management, and Trade Finance. Five additional threads explored through all these domains are Documentation, Legal and Regulatory Compliance, Intercultural Awareness, Technology, and Resources.
This program will prepare participants to sit for the NASBITE Certified Global Business Professional (CGBP) certification exam. By earning this credential, participants can bring perspectives and important information necessary for successful expansion efforts across borders and cultures, bringing further value and growth opportunities for their organizations.
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Student Profiles |
The Certified Global Business Professional is designed to meet the needs of individuals working in the profession or studying for a career related to global commerce. Candidates from both small and large companies will benefit as will students in two-year or four-year postsecondary programs. The credential is also suitable for individuals working in trade assistance organizations, trade promotion agencies, and related educational institutions. |
Program Schedule |
Understand key concepts, relevant issues, and best practices in global management, including operations, marketing, supply chain, trade finance, law, HR, culture, technology, and partnership development.
Prepare to sit for the NASBITE Certified Global Business Professional (CGBP) designation exam.
This course meets weekly on Wednesdays for 10 weeks from 6:00 - 9:00 PM. The class is offered face-to-face or online via Zoom.
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Lesson 1 :: Before You Go Global |
- Why go Global
- When is a Company Ready to Go Global
- Harmonized Codes-Classifying Your Export Products
- Which Foreign Markets Will be Successful for Your Company?
- Chapters 1-4
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Lesson 2 :: Before You Go Global |
- Selecting Foreign Markets
- Sources of International Marketing Data
- Chapters 5-6
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Session 3 :: Getting Global |
- Getting Global
- Chapters 7-9
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Session 4 :: Getting Global
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- International Business Across Cultures
- International Product and Pricing Strategies
- Chapters 10-11
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Session 5 :: Getting Global |
- Legal Considerations
- Tax and Accounting Issues
- Chapters 12-13
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Session 6 :: The Mechanics of Going Global |
- Logistics
- Documentation and Export compliance
- Financial Risk, Payment Methods,and Trade Finance
- Chapters 14-16
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Session 7 :: The Mechanics of Going Global |
- Setting a Pace For Your Export Growth-Assessing Your Export Progress and Success
- ManagingInterntional Channels of Distribution
- Chapters 17-18
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Session 8 :: Sustaining Global Success |
- International Advertising, Public Relations, and Trade Missions/Shows
- Key to Success: A Customer Orientation
- Chapters 19-20
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Session 9 :: Sustaining Global Success |
- Sustaining Success Through Clear Communication and Managing Change
- The Internet and International Trade
- Chapters 21-22
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Session 10 :: Summary and Review |
- Practice Certified Global Business Professional (CGBP) Exam
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Instructor Bio |
Wallace Harkness MBA
Wally has worked in the Financial Sector, Health & Fitness, Oil & Gas, Essential Oils, Electronic Assembly and is currently in the Medical Arena. He has traveled the world extensively for business, developing successful business relationships while strategically engaging the US Trade & Customs officials. Numerous companies have experienced growth exceeding 400% implementing Wally's global distribution strategies.
His extensive community service includes being the Chair of the Utah County Heart Association, President of the Orem Kiwanis Club, and serving on the Beautification and Summerfest Committees for Orem City. Wally frequently serves as a pageant judge for numerous 'City or County' competitions in the state of Utah.
He and his wife, Annette, enjoy gardening, cooking and visiting their 5 children & 14 grandchildren.
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EXPAND YOUR REACH
Learn what is needed to be a Global Business Professional, sit for the NASBITE Certified Global Business Professional exam, and bring value to your expanding organization!
The Global Business Professional program utilizes the NASBITE Certified Global Business Professional “Practice Delineation” body of knowledge to best equip participants to work in globalized business. The four top-level domains covered are Global Business Management, Global Marketing, Supply Chain Management, and Trade Finance. Five additional threads explored through all these domains are Documentation, Legal and Regulatory Compliance, Intercultural Awareness, Technology, and Resources.
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- EFFECTIVE BUSINESS COMMUNICATION: STRATEGIES FOR SUCCESS
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Fee: $595.00
Dates: 8/14/2024 - 12/18/2024
Times: 12:00 AM - 12:00 AM
Days: Daily
Sessions: 0
![](https://www.uvu.edu/professional/images/_campusce/business-writing1.png)
Learning Outcomes Student Profiles Program Schedule Register Now
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Program Overview |
In the workforce, it is important to communicate with a professional tone. Doing so can avoid confusion, convey your ideas more quickly, and communicate more efficiently. Professional writing is geared toward informing or persuading your audience and being courteous with everyone's time.
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Learning Outcomes |
This unit is broken down into four modules: Grammar (writing in complete sentences and avoiding run-ons, parallel structure, agreement issues, pronoun shifts, and commonly confused words); Concision (simplifying, trimming the fat, active vs. passive voice, avoiding redundancy, staying relevant, and having a strong main point); Punctuation (commas for joining FANBOYS, commas and clauses, commas and interjections, commas and coordinating adjectives, the Oxford comma, commas and non-essential elements, dashes, parentheses, apostrophes, colons, semi-colons); and Tone (purpose, audience, choice, diction, professional emails, PPPP-Plan, parallel structure, ethos, logos, pathos, misplaced modifiers, dangling modifiers, and proofreading).
Upon successful completion of your course, you will be better prepared to use written communication in a professional environment.
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Student Profiles |
This course is designed for those interested in learning more about how correspond in business emails using proper grammar, punctuation, a professional tone, and writing with concision. |
Program Schedule |
Effective Business Communications is online and self-paced and is 8 hours.
It includes 4 videos, 4 quizes, and one writing assignment.
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DRIVE PROFESSIONAL COMMUNICATION
In the workforce, it is important to communicate with a professional tone. Doing so can avoid confusion, convey your ideas more quickly, and communicate more efficiently. Professional writing is geared toward informing or persuading your audience and being courteous with everyone's time.
This unit is broken down into four modules: grammar, concision, punctuation, and tone.
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- RIMS-CERTIFIED RISK MANAGEMENT PROFESSIONAL (RIMS-CRMP) CERTIFICATION & EXAM
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Fee: $1,795.00
Dates: 8/7/2024 - 8/8/2024
Times: 8:30 AM - 4:30 PM
Days: W Th
Sessions: 2
![](https://www.uvu.edu/professional/images/_campusce/discover-s-23/crmp-header.jpeg)
Learning Outcomes Student Profiles Program Schedule Instructor Bio Register Now
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Program Overview |
Decisions that do not account for risk, and/or risk that is not properly identified and managed expose an organization – the predictable outcomes can mean disaster. Leading companies look to qualified, skilled risk assessment and risk management professionals to ensure effective business continuity and crisis management strategies. This program reviews the fundamental knowledge and skills needed as a professional risk manager, and demonstrates your proficiency in managing risk and protecting the value and reputation of your organization. Learn from risk management experts and build your network of experienced risk management practitioners.
As the only competency-based risk management credential, the accredited RIMS-CRMP certification validates your performance ability, technical knowledge, and commitment to quality. It represents the standard of education, experience, and ethics that the discipline requires. Add RIMS-CRMP to your professional profile to demonstrate that you can successfully manage risk and create value for your organization.
Competitive Advantage: Create a valuable distinction in the job market. The RIMS-CRMP prepares you for senior financial, operational, and risk management roles.
Exam fee and all course materials included.
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Learning Outcomes |
This course will focus on mastering competencies in the following areas:
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Risk assessment: You will learn how to identify, assess, and prioritize risks in different areas of an organization, including financial, operational, legal, and reputational risks.
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Risk analysis and evaluation: You will learn how to analyze and evaluate the likelihood and impact of different risks, and how to develop risk mitigation strategies to manage and reduce these risks.
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Risk reporting and communication: You will learn how to effectively communicate risk information to stakeholders, including senior management, board members, and regulators, using appropriate tools and techniques.
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Risk monitoring and control: You will learn how to monitor and control risks on an ongoing basis, and how to adjust risk management strategies based on changing business conditions and emerging risks.
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Legal and regulatory compliance: You will learn how to ensure that risk management practices comply with relevant laws, regulations, and industry standards, and how to mitigate legal and regulatory risks.
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Student Profiles |
RIMS-Certified Risk Management Professional (RIMS-CRMP) Certification is for those with 1-3 years of experience in risk management or related field, and meet the degree and experience requirements:
Please review eligibility requirements at www.RIMS.org/Certification
*It is recommended to schedule the exam within 2 months of completing exam prep the certification course.
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Program Schedule |
This program will cover the 5 domains covered on the RIMS-CRMP exam of Analyzing the Organizational Model, Designing Organizational Risk Strategies, Implementing Risk Process, Developing Organizational Risk Competency, and Supporting Decision Making.
This is a 2-day intensive course meeting Tues & Wed from 8:30 AM - 4:30 PM via Zoom
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Domain 1 :: Analyzing the Organizational Model |
- Obtain internal organization information
- Obtain external information about organization
- Conduct internal analysis on the organization
- Assess organizational resilience
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Domain 2 :: Designing Organizational Risk Strategies |
- Determine risk appetite and tolerance
- Develop risk strategy approach
- Define organizational risk competency and capabilities
- Design risk management framework
- Obtain organizational support for risk strategy
- Design implementation plan
- Develop risk communication plan
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Domain 3 :: Implementing Risk Process |
- Identify scope, context, and criteria
- Identify risks and opportunities
- Analyze identified risk
- Evaluate risk
- Collaborate with stakeholders to identify risk solution options
- Monitor organizational risk
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Domain 4 :: Developing Organizational Risk Competency
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- Engage organization’s risk network
- Deliver risk training
- Coach organization on the risk process and techniques
- Continuously improve risk management process
- Integrate risk management into day-to-day operations
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Domain 5 :: Supporting Decision Making
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- Influence risk-based decision making
- Advise on risk and resilience decisions
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Instructors |
Joe Milan ARM RIMS-CRMP Principal | JA Milan and Associates, LLC
Joseph Milan Ph.D. MA serves as Principal at JA Milan and Associates, LLC. He previously served as Senior Advisor as Hanover Stone Partners, LLC, and as Vice President and Risk Manager at AIMCO. He also previously served as a member of the Enterprise Risk Management (ERM) Development Committee at Risk and Insurance Management Society (RIMS).
Joseph earned his Ph.D. in International Relations from University of Miami, his Master of Arts in Intercultural Communication from The University of New Mexico, and his Bachelor of Arts in Communication from University of Northern Colorado.
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Joseph Mayo RIMS-CRMP, PMP President | JW Mayo Consulting
Joseph W. Mayo MS serves as President at JW Mayo Consulting LLC. He previously served as Vice President of Civilian Programs at Trowbridge & Trowbridge, LLC, as Delivery Manager at NTT Data Federal Services, Inc and as Program Manager at the Department of Homeland Security. He is the author of Cultural Calamity – Culture Driven Risk Management Disasters and How to Avoid Them and Chaos to Clarity – The Tao of Risk Management.
Joseph earned his Master’s Degree in Management Information Systems from the University of Phoenix and his Bachelor of Science in Information Technology from University of Phoenix.
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Nowell Seaman RIMS-CRMP Manager | Insurance & Risk Federated Co-operatives Ltd.
Nowell Seaman is a former president of RIMS. He has 25+ years' experience in risk management for complex organizations in the private and public sectors. His skills include enterprise and operational risk management, insurance and alternative risk transfer, business continuity planning and crisis response. He is a RIMS-Certified Risk Management Professional (RIMS-CRMP) and holds the Fellow, Chartered Insurance Professional (FCIP) and Canadian Risk Management (CRM) designations.
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UNLOCK OPPORTUNITIES
The RIMS-CRMP program develops your proficiency in risk management, demonstrates your commitment to professional ethical standards, and enhances your professional reputation
Prepare to sit for the Certified Risk Management Professional (CRMP) professional exam
Exam fee and all course materials included.
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- ACCOUNTS PAYABLE SPECIALIST CERTIFICATION (EXAM COST INCLUDED)
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Fee: $1,295.00
Dates: 1/1/2023 - 12/31/2023
Times: 12:00 AM - 12:00 AM
Days: Daily
Sessions: 0
Building:
Room:
Instructor:
Seats Available: 20
![](https://www.uvu.edu/professional/images/_campusce/accounts-payable-specialist-certification.jpeg)
Learning Outcomes Program Schedule Instructor Bio Register Now
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Program Overview |
This online course will prepare you for the Institute of Finance & Management's (IOFM) Accounts Payable Specialist (APS) certification. This associate-level certification focuses on intermediate financial operations skills.
Today's companies employ certified accounts payable professionals to ensure their expenses are accurately paid. With APS certification, you demonstrate your understanding of invoices, payments, T&E, Automation, and other key functions to potential employers. If you're new to the AP industry or plan to advance your career, the Accounts Payable Specialist course is for you.
Prerequisites:
The Accounts Payable Specialist Certification course is specifically designed to help individuals with prior AP knowledge become certified. IOFM recommends that you meet one of the following for APS certification:
- No degree = 3 yrs. AP experience
- 2-year degree = 2 yrs. AP experience
- 4-year degree = 1 yr. AP experience
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Learning Outcomes |
What you will learn
- Learn about best practices, accounts payable, internal controls, and tax and regulatory matters
- Identify process improvements in the accounts payable function
- Become familiar with automation technology and how it affects your profession
How you will benefit
- Higher earning power - certified AP professionals earn more than their non-certified peers.
- Sharper skills - certification builds skills - from fundamentals to advanced AP practices.
- More respect - certification places you in an exclusive group of AP professionals whose skills are proven to meet a global standard of excellence.
- A stronger resume - certification demonstrates that you've gone above and beyond to develop your skills and that you meet a rigorous training standard.
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Program Schedule |
This is an online self-paced course.
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Module 1: Introduction |
Module 2: Overview |
- Mission and Vision
- The Role and Impact of Accounts Payable
- The Importance of Professionalism
- Overview of AP Business Models
- Accounting Terms
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Module 3: Internal Controls |
- Overview: What are Internal Controls and Why Do They Matter?
- Types of Internal Controls
- Internal Control Legislation and Best Practice
- Fraud
- Detective Controls/Audits
- Record Retention and Destruction
- Writing Complaint Internal Control Policies and Procedures
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Module 4: Tax and Regulatory |
- Blocked and Denied Parties
- Reporting Income
- Other Federal Regulations
- Tax on Purchases
- Value Added Tax (VAT), Goods and Services Tax (GST), Consumption Tax (CT)
- Unclaimed Property and Escheatment
- Financial Reporting
- Audit Record-Gathering
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Module 5: Vendor Master File |
- Vendor Master Files Basics
- Vendor Verification
- Duplicate Vendor Check
- Vendor Setup Conventions
- Setting Up Vendors
- Changes to the VMF
- Maintaining the Vendor File
- Automated Solutions and Vendor Portals
- Monitoring Vendor Performance
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Module 6: Invoices |
- Invoice Fundamentals
- Receiving and Prepping invoices
- Entering Invoices
- Invoice Matching and Approvals
- Other Invoice Types
- Exceptions
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Module 7: Payments |
- Paper Checks
- Electronic Payments
- Card Payments
- Petty Cash
- Payment Issues
- Discount Management
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Module 8: Travel and Entertainment (T&E)
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- Understanding T&E Policies and Regulations
- Travel Cards
- Receipts
- Reimbursements
- Automation
- Policy Enforcement and Expense Auditing
- Fraud
- The Accountable Plan (U.S.)
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Module 9: Technology and Automation
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- Solution Types and Functions
- Overcoming Resistance to Change
- Security
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Instructor Bio |
Pam Miller
Pam Miller, Senior Trainer, IOFM, was the first candidate to earn AP certification as an Accredited Payables Manager (APM) with distinction. Her professional background includes 15 years as Director of AP at BMC Select. She is recognized in the accounts payable industry as an innovator and an early adopter of AP related technologies. Before working in AP, she spent six years in the IT industry, implementing point of sale software.
Judy Bicking
Judy Bicking, APM, is a Senior Trainer for IOFM and a 27-year veteran of Johnson & Johnson. She is a recognized pioneer and leader in Procure-to-Pay and Credit Management. After a career in AR and AP management, Judy leads the development and implementation of J&J's two Shared Service Centers, located in the U.S and Europe. These shared services handle over 2.5 million invoices across 200 decentralized companies.
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This online course will prepare you for the Institute of Finance & Management's (IOFM) Accounts Payable Specialist (APS) certification. This associate-level certification focuses on intermediate financial operations skills.
Today's companies employ certified accounts payable professionals to ensure their expenses are accurately paid. With APS certification, you demonstrate your understanding of invoices, payments, T&E, Automation, and other key functions to potential employers. If you're new to the AP industry or plan to advance your career, the Accounts Payable Specialist course is for you.
Register Here
This is an online self-paced course.
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- EFFECTIVE BUSINESS COMMUNICATION: STRATEGIES FOR SUCCESS
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Fee: $595.00
Dates: 1/8/2024 - 12/31/2024
Times: 12:00 AM - 12:00 AM
Days: Daily
Sessions: 0
![](https://www.uvu.edu/professional/images/_campusce/business-writing1.png)
Learning Outcomes Student Profiles Program Schedule Register Now
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Program Overview |
In the workforce, it is important to communicate with a professional tone. Doing so can avoid confusion, convey your ideas more quickly, and communicate more efficiently. Professional writing is geared toward informing or persuading your audience and being courteous with everyone's time.
|
Learning Outcomes |
This unit is broken down into four modules: Grammar (writing in complete sentences and avoiding run-ons, parallel structure, agreement issues, pronoun shifts, and commonly confused words); Concision (simplifying, trimming the fat, active vs. passive voice, avoiding redundancy, staying relevant, and having a strong main point); Punctuation (commas for joining FANBOYS, commas and clauses, commas and interjections, commas and coordinating adjectives, the Oxford comma, commas and non-essential elements, dashes, parentheses, apostrophes, colons, semi-colons); and Tone (purpose, audience, choice, diction, professional emails, PPPP-Plan, parallel structure, ethos, logos, pathos, misplaced modifiers, dangling modifiers, and proofreading).
Upon successful completion of your course, you will be better prepared to use written communication in a professional environment.
|
Student Profiles |
This course is designed for those interested in learning more about how correspond in business emails using proper grammar, punctuation, a professional tone, and writing with concision. |
Program Schedule |
Effective Business Communications is online and self-paced and is 8 hours.
It includes 4 videos, 4 quizes, and one writing assignment.
|
DRIVE PROFESSIONAL COMMUNICATION
In the workforce, it is important to communicate with a professional tone. Doing so can avoid confusion, convey your ideas more quickly, and communicate more efficiently. Professional writing is geared toward informing or persuading your audience and being courteous with everyone's time.
This unit is broken down into four modules: grammar, concision, punctuation, and tone.
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