| A | B |
|---|
| Constructive Criticism | offering valid and well-reasoned opinions about the work of others, usually involving both positive and negative comments, in a friendly manner rather than an oppositional one. |
| Criticism | Pointing out faults or shortcomings |
| Customer | someone who pays for goods or services |
| Customer Relations AKA customer service | refers to the way a business communicates and interacts with the public to gain and retain customers. |
| Defensive | attempting to justify or defend; deterring aggression or attack |
| Enunciate | speak or state clearly |
| Etiquette | socially acceptable behavior |
| Non-Verbal | not involving or using words or speech (Ex. Hand motions, facial expressions, posture) |
| Objective | when something is based on facts not personal feelings, fictional matter, or interpretation |
| Professional | exhibiting a courteous, conscientious, and generally businesslike manner in the workplace |
| Sympathize | to feel or express sympathy or compassion |
| Verbal | communication in the form of words |
| Abbreviation | communication in the form of words |
| Margins | Margins the edge or border of something. |
| Reflection | Reflection serious thought or consideration. |
| Target audience | a particular group at which a film, book, advertising campaign, etc., is aimed. |
| Chronological | Chronological starting with the earliest and following the order in which they occurred. |
| Specific | clearly defined. |
| Common Courtesy | polite behavior that shows respect for other people (Ex. Thank You, Please, Yes Ma’am, Yes Sir). Common Courtesy may depend on where you live. |
| Customer relations | the department of an organization that gives help to customers and deals with their problems. |
| Active | The ___________________ listener gives full attention to listening when others are talking and focuses on what is being said. |
| Aggressive communication style | I am direct in expressing my needs, desires and opinions giving little or no thought to other people's feelings. |
| Brainstorming | A group problem-solving technique in which members sit around a list ideas and possible solutions to the problem |
| Collaborators | Easygoing people |
| Collaborators' non-verbal behaviors | Appear relaxed, ask a lot of questions, have a win-win attitude, hesitant to make decisions and highly emotional with an expressive tone. |
| Controllers | Take charge people |
| Controllers' non-verbal behaviors | Direct, prefer to be in control, sense of urgency, louder volume and express limited to no emotion. |
| Detached | The ___________________ listener withdraws from the speaking-listening exchange and becomes the object of the speaker's message rather than its receiver. |
| Formative evaluation | Evaluate prior to and during implementation of an idea. |
| Impact evaluation | What are some other things that this will/could impact? |
| Involved | The ___________________ listener gives most of his or her attention to the speaker's words and intentions. This person reflects on the message to a degree and participates in the speaking-listening exchange |
| Need (Target audience)- | Knowing your target audience involves knowing the specific needs of the audience and not just the message you want to convey. This is... |
| Passive | The ___________________ listener receives information as though being talked to rather than as being an equal partner in the speaking-listening exchange. While assuming that the responsibility for the success of the communication is the speaker's, this listener is usually attentive, although attention may be faked at times. |
| Passive Aggressive communication style | I indirectly make sure that others are aware of my needs, desires and opinions and give little or no thought to theirs. |
| Passive communication style | I do not express my needs, desires and opinions directly and I put others' needs above my own. |
| Process evaluation | Help employees/customers see how an idea achieved. |
| Research (Target audience)- | One way to ensure that you know your target audience in business communications is to thoroughly research your audience beforehand. |
| Socializers | Outgoing people who thrive on change and meeting people |
| Socializers' non-verbal behaviors | Outspoken, quick to make a decision, assertive, fast talker, express how they're feeling through gestures, facial expressions and tone. |
| Specificity (Target audience) | You can know the audience within your organization by learning and identifying your specific goal while, at the same time, identifying those within the organization who will have a vested interest in your message. This is... |
| Strategy (Target audience)- | Addressing your target audience based on your research and its needs should allow you to develop a _________________ that will help you to better communicate as well |
