| A | B |
|---|
| Hearing | The process of perceiving sound |
| Listening | Active hearing process that requires concentration and effort |
| Sympathetic listening | The ability to perceive from another person’s point of view |
| Critical listening | The ability to differentiate facts from opinion |
| Creative listening | Listening with your mind open to new ideas |
| Horizontal communication | Communication among co-workers of equal rank |
| Downward communication | Communication that flows from higher to lower levels of the organization. |
| Human relations | The art of getting along with others |
| Empathy | The ability to see others points of view and understand their feelings. |
| Self-esteem | Inner feelings about ourselves |
| Self- actualization | The need to reach one’s full potential, to grow, and to be creative. |
| Hygiene factors | Job elements that dissatisfy when absent but do not add to satisfaction when present. |
| Motivators | Job elements that increase job satisfaction |
