| A | B |
|---|
| Mission statement | Captures what a company does and how it works. |
| Values | Things that a business regards as important. |
| Vision | Where the company will be in the future. |
| Goals | Statements of direction that spell out how a vision will be achieved. |
| Objectives | Break down goals into detailed statements of intention. |
| Strategies | Identify the action to be taken to achieve objectives. |
| Perception | The individual way one looks at or ‘sees’ things. |
| Ethics | Practices based on what we think of as right and wrong. |
| Active listening | Involves hearing the words, understanding the meaning and providing feedback. |
| Closed questions | Require a specific, factual answer. |
| Open questions | Explore a topic and require complex information, explanations or opinions. |
| Interview | A structured conversation between people. |
| Negotiation | A process whereby two or more people come together to reach an agreement. |
| Minutes | A record of the outcomes of a meeting. |
| Teleconferencing | Live communication between numbers of people located in different places using a telephone link-up. |
| Mind-mapping | A form of visual note-taking. |
| Logo | A symbol or emblem used to identify a business. |
