Mod 160 Week 2 Terminology Assignment Terms will be in Chapters 4-6 in Customer Service Skills for Success Textbook When Completed save document as Last Name First Initial 160 Term Assignment Unit 2 *use the Textbook definitions, do not use Google or another source to define words 1. 2. Body Language=Nonverbal communication cues that send powerful messages through gestures,vocal qualities,manner of dress,grooming,and many other cues. 3. Paralanguage= "Consists of voice qualities (e.g., pitch, rate, tone, or other vocal qualities) or noises and vocalizations (e.g., “hmmm” or “ahhh”) made as someone speaks that let a speaker know that his or her message is being listened to and followed." 4. Environmental cues="Any aspect of the workplace with which a cus-tomer comes into contact. Such things as the general appearance of an area, clutter, unsightly or of-fensive items, or general disorgani-zation contribute to the perception of an environment." 5. Etiquette and Manners="Include the acceptable rules, manners, and ceremonies for an organization, profession, or society." 6. Gender ="Term used to refer to communication between genders." 7. Pitch="Refers to the change in tone (highness or lowness) of the voice as one speaks. 8. Inflection="Also called pitch, this quality adds vocal variety and punc-tuation to verbal message" 9. Rate of Speech= "Refers to the num-ber of words spoken per minute. Some research studies have found that the average rate of speech for adults in Western cultures is approximately 125–150 words per minute (wpm)" 10. Verbal Fillers="Verbal sounds, words, or utterances that break si-lence but add little to a conversa-tion. Examples are uh, um, ah, and you know" 11. Listening=Receiving language through the ear.listening involves identiflying the sounds of speech and processing them into words and sentences. 12. Hearing="A passive physiological means of gathering sound waves and transmitting them to the brain for analysis. It is the first phase of the listening process"Responding="Refers to sending back verbal and nonverbal messages to a message originator" 13. Personal obstacles= "Individual factors that can limit performance or success in life. Examples are disabilities, lack of education, attitude, and biases" 14. Biases="Beliefs or opinions that a person has about an individual or group. Often based on unreason-able distortions or prejudice." 15. Psychological distracters ="Refers to mental factors that can cause a shift in focus in interacting with others. Examples are state of health and personal issues" 16. Employee assistance program= 17. Behavioral styles= "Descriptive term that identifies categories of human behavior identified by behavioral researchers. Many of the models used to group behaviors date back to those identified by Carl Jung." Mod 160 Week 2 Terminology Assignment Terms will be in Chapters 4-6 in Customer Service Skills for Success Textbook When Completed save document as Last Name First Initial 160 Term Assignment Unit 2 *use the Textbook definitions, do not use Google or another source to define words 18. Rational style="One of four behav-ioral groups characterized by being quiet, reflective, task-focused, and systematic." 19. Inquisitive style="One of four behavioral groups, characterized by being introverted, task- focused, and detail-oriented" 20. Decisive style="One of four behavior styles, characterized by a direct, no-nonsense approach to people and situations" 21. Expressive style="One of four be-havior groups characterized as be-ing people-oriented, fun-loving, upbeat, and extroverted" 22. Problem solving="The system of identifying issues, determining al-ternatives for dealing with them, and then selecting and monitoring a strategy for resolution" 23. Win-win situation="An outcome to a disagreement in which both parties walk away feeling that they got what they wanted or needed."
