| A | B |
|---|
| Abbreviation | A shortened form of a word or phrase |
| Active | 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. |
| Analyzers | Detail-oriented and logical. |
| Analyzers' non-verbal behaviors | Cautious, logical thinkers, soft-spoken, monotone voice, limited eye contact and facial expressions. |
| Assertive communication style | I clearly and directly express my needs, desires and opinions in a way which is considerate of others. |
| 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. |
| Constructive Criticism | Offering valid and well-reasoned opinions about the work of others. |
| 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. |
| Criticism | Pointing out faults or shortcomings. |
| Customer | Someone who pays for goods or services. |
| Customer Relations | 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. |
| Detached | The ___________________ listener withdraws from the speaking-listening exchange and becomes the object of the speaker's message rather than its receiver. |
| Enunciate | Speak or state clearly. |
| Etiquette | Socially acceptable behavior |
| Formative evaluation | Evaluate prior to and during implementation |
| Impact evaluation | What are some other things that this will/could impact? |
| Involved | Listeners who give 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 | Knowing your target audience involves knowing the specific needs of the audience and not just the message you want to convey. |
| 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 |
| Passive | A listener receives information as though being talked to rather than as being an equal partner in the speaking-listening exchange. |
| 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. |
| Professional | Exhibiting a courteous, conscientious, and generally businesslike manner in the workplace. |
| Reflection | Serious thought or consideration. |
| Research | 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 | 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. |
| Strategy | 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 |
| Sympathize | To feel or express sympathy or compassion |
| Target audience | A particular group at which a film, book, advertising campaign, etc., is aimed. |
| Verbal | Communication in the form of words |
