Chap 7 Key Terms

Question 1

active listening

Answer 1

A structured face-to-face communication technique that improves performance and increases understanding between people. The sender uses the name of the person with whom he or she is trying to communicate and states that the message the receiver power phrases the message to indicate they understand the message. And if the message was properly understood, the sender acknowledges it was.

Question 2

brand

Answer 2

Name service trademark color or other attribute that distinguishes a product or service from competitors.

Question 3

certification

Question 4

credential

Answer 4

I s a certification or other industry qualification , certifying that an individual has attained a general accepted level of knowledge in a specific subject area or profession such as work

Question 5

customer relations

Answer 5

Discussions and negotiation With individual customers

Question 6

desensitization

Answer 6

Process by which personnel become indifferent Or disconnected from customers and their concerns

Question 7

empathy

Answer 7

The action or understanding being aware of being sensitive to and vicariously experiencing the feelings thoughts and experience of others

Question 8

friendly language

Answer 8

Choice of words That derivately emphasizes a helpful Or not confrontational approach for instance, instead of saying, you have to using it would be better if we.

Question 9

news media

Answer 9

All sources of news and information, including TV radio newspapers, magazines, web pages and blogs.

Question 10

outreach

Question 11

press release

Answer 11

Article issued to the media describing upcoming projects in their imports in improving the quality of service

Question 12

public relations

Answer 12

Efforts that help an organization and it’s public adapt mutually to each other

Question 13

qualification

Answer 13

A designation earned by an individual following demonstration through testing or other performance measures of sufficient expertise in a field of study

Question 14

social media Web based

Answer 14

Web based sites that enable individuals organization Or corporations to share information ideas photos and videos with networks or the public

Question 15

stakeholders

Answer 15

Person or group that has an interest in or is affected by an activity or decision.External stakeholders are outside a business or a project internal.Stakeholders work within an organization or product project

Question 16

targeted messaging

Answer 16

Using Various media to deliver specific information To individual customer Or groups of customers

Question 17

customer service

Answer 17

Attention to customers interest before during and after vegetation management work