| A | B |
|---|
| Pitch | The high or low sound of your voice |
| Volume | The loudness or softness of the voice |
| Inflection | Rising and falling of your voice |
| Monotone | Voice with no expression |
| Enunciation | Pronouncing each part of each word clearly |
| Personal Space | Distance between you and your listener |
| Pronunciation | Saying a word correctly |
| Conflict | The difference in opinions caused by opposing attitudes, behaviors, ideas, needs, or goals |
| Simple Conflict | Disagreement over a fact |
| Ego | Feeling of self-worth |
| Ego Conflict | When the individuals view “winning” or “losing” as a measure of their expertise & personal wealth |
| False Conflict | When a person thinks a conflict exist, but in reality it does not |
| Values and Beliefs Conflict | Conflict that arises when people differ in their thoughts about life in general |
| Aggression | An emotional response to conflict |
| Problem-Solving Technique | The solution of a conflict by answering five key questions |
| Value-added qualities | Personality traits that add value to your technical skills, knowledge, expertise, & work experience |
| Tact | The ability to do or say the right thing when dealing with people or difficult situations |
| Empathy | The ability to participate in another person’s feelings or ideas |
| Sympathy | The ability to identify, or take on another person’s emotions |
| Resentment | A feeling of displeasure over something believed to be a wrong, insult, slight, or injury |
| Envy | Desiring something someone else has |
| Jealousy | Rivalry toward one who you believe has an advantage over you |
| Self pity | Feeling sorry for yourself |
| Cooperation | the ability to work well with others while working towards a common goal |
| Politeness | Exhibiting courtesy & consideration to others |
| Patience | Capacity to bear pain calmly and without complaint |
| Enthusiasm | To inject energy into your work |
| Dependable | Do what you say you will do |
| Loyalty | Believing in your place of employment & being committed to it |
| Shaping | A technique used to help a group member work better within a group by reinforcing positive behavior & ignoring negative behavior |
| Complainers | Pity party |
| Nondirective Approach | Reflect back on what a person has said and add something positive |
| Supervisor | One who is in charge of one or more workers |
| Leadership style | Method used by the leader to get the work done |
| Laisser-faire leader | A leader who lets someone do something on their own, to allow to do, most creative |
| Democratic leader | A leader who encourages participation in the workplace |
| Autocratic leader | A leader who dictates how work is to done |
| Delegate authority | Entrusting an activity, decision, or responsibility to an employee |
| Criticism | A form of self-improvement |
| Diligent worker | Worker that does task carefully & completely |
| Allegiance | Shows loyalty & commitment |
