In Personal Insights 10

question 37

Multiple Choice

In Personal Insights 10.4 in the eighth edition of Death & Dying, Life & Living ("For a Time of Sorrow") , Howard Thurman writes that he would offer to help a bereaved person by

• A)explaining that he can feel all that they are feeling
• B)offering to try to understand the losses of the bereaved person
• C)trying to bear the burden of the bereaved person's pain
• D)All of these
• E)None of these

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Definitions:

Internal Processes Perspective

An angle of the Balanced Scorecard that focuses on the processes that organizations must excel at to satisfy customer and shareholder needs.

Defective Units

Items produced that do not meet the quality standards required for sale or use.

Customer Perspective

An approach or strategy in business that focuses on understanding and meeting the current and future needs of customers.

Strategy Map

A visual tool that illustrates a company’s strategic goals and the means to achieve them, highlighting cause-and-effect relationships.