Ch. 4 Vocab

Question 1

A mental disposition or feeling a technician adopts toward customers, co-workers, or duties at work

Answer 1

Attitude

Question 2

A means of communication that can be a written message, spoken words, or body language

Answer 2

Channel

Question 3

The ability to express oneself in such a way that one is understood readily and clearly

Answer 3

Communication

Question 4

A feeling of wanting to help someone who is sick or in trouble

Answer 4

Compassion

Question 5

The skill of dealing with others without causing bad feelings

Answer 5

Diplomacy

Question 6

An unwritten guideline or rule of behavior

Answer 6

Etiquette

Question 7

The way a person thinks about or understands someone or something

Answer 7

Perception

Question 8

The act of giving or exchanging information without using spoken words

Answer 8

Nonverbal Communication

Question 9

The ability to do or say things without offering or upsetting other people

Answer 9

Tact

Question 10

The sharing of information by individuals the use of speech

Answer 10

Verbal Communication