Chapter 23 Terminology

Question 1

Communication

Answer 1

The process of transmitting information and understanding from one person to another by use of words and non-verbal expressions, such as body language.

Question 2

Human relations

Answer 2

The development and maintenance of effective interpersonal (between people) relationships that enhance teamwork.

Question 3

Jargon

Answer 3

Specialized words or phases known only by people working in a position.

Question 4

Feedback

Answer 4

A step in communication process that occurs when the listener asks a question, repeats information or otherwise helps the speaker to know if the message has been correctly received. Feedback is also defined as a method to respectfully share ideas and information on specific issues

Question 5

Coaching

Answer 5

Positive reinforcement used to encourage Central Service technicians follow proper work behaviors, and negative reinforcement to discourage inappropriate work behaviors

Question 6

Attitude

Answer 6

Emotions that cause a person to react to people and/or situations in a predetermined way.

Question 7

Diversity

Answer 7

The board range of human characteristics and dimensions that impact the employees’ values, opportunities and perceptions of themselves and others at work

Question 8

Service recovery

Answer 8

The sequence of steps used to address customer complaints and problems in a manner the yields a win-win situation for the customer and the department.