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Prelims > Ethics > Flashcards

Ethics Flashcards

1
Q

It consists of staff, workers and colleagues from within the business

A

Internal Customer

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2
Q

It consists of customers that come from outside the business

A

External Customer

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3
Q

True or False

To achieve effective communication your message should not have a purpose

A

False

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4
Q

True or False

To achieve effective communication your message should match the interest and abilities of the receiver

A

True

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5
Q

True or False

To achieve effective communication unnecessary words should be eliminated

A

True

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6
Q

True or False

To achieve effective communication you shouldn’t choose a word that is within the experiences range of the receiver

A

False

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7
Q

True or False

To achieve effective communication your words should be clear and concise

A

True

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8
Q

It involves sending and receiving messages via language or speech, is questioning, listening and answering the spoken word

A

Verbal Communication

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9
Q

It is body language, facial expressions, eye contact, gestures and posture, it is anything other than words

A

Non-Verbal Communication

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10
Q

In communication this should occur, if this doesn’t occur there is only monologue not dialogue

A

Feedback

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11
Q

A deep understanding of products and/or services offered by a company

A

Product Knowledge

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12
Q

It is the golden rule

A

Never say ‘I don’t know’ to a customer

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13
Q

An explicit type of gestures and body language that are used with complete intentions

A

Emblems

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14
Q

A mannerism that are unique to an individual

A

Illustrator

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15
Q

Ways in which our facial expression or body movement reveal our emotions

A

Affect Display

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16
Q

Behaviors (nod, stance, vocal pitch, raised eyebrows)

A

Regulators

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17
Q

Unconscious behavior (doodling during meeting)

A

Adaptors

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18
Q

It is the art or science of decoding body language

A

Kinesics

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19
Q

There is a direct relation between a person’s power and space

A

Space

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20
Q

The physical position in relation to the person we are communicating with

A

Orientation and Posture

21
Q

This is the one that us humans are best able to control

A

Facial Expressions

22
Q

Body Language has a positive impact on communication because it signifies genuine what?

A

interest and attention

23
Q

Contribute a significant amount to total body language

A

Eyes

24
Q

Movements of the arms, legs, hands and feet that sends information, can be used to supplement information given verbally

A

Gestures

25
Q

It may also be seen as threatening and can be misinterpreted as boredom or rejection

A

Silence

26
Q

It can be referred to a neglected skill

A

Listening

27
Q

Encourages others to fully transmit their message by indication our interest and concern

A

Effective Listening

28
Q

Do not speak, but listen, allow body language to encourage the speaker

A

Active Listening

29
Q

Still listen to the speaker but you encourage them to continue with your words rather than non-verbally

A

Reflective Listening

30
Q

A powerful tool in communication, not a simply method of eliciting information

A

Questioning

31
Q

It is the same idea as reflective listening, however, this involves repeating back to the speaker what they have just said

A

Reflective Questioning

32
Q

Asked in such a way as to elicit only ‘Yes’ or ‘No’ answer

A

Closed Questions

33
Q

Questions probe the talker for more information and encourage them to supply further detail (What, When, How, Where, Why)

A

Open Questions

34
Q

A state of opposition between persons, ideas or interests

A

Conflict

35
Q

Listen to what the parties involved have to say

A

Listening and Discussing

36
Q

Showing understanding and understanding other person’s feelings

A

Show Empathy

37
Q

Finding an acceptable solution

A

Compromise

38
Q

Staff are given guidelines to what actions they can take in the workplace without having to get special treatment from management

A

Scope of Authority

39
Q

It set basic principles and associated guidelines formulated and enforced by a governing body of an organization

A

Organizational Policies

40
Q

It is important to deal with all complaints in a friendly, efficient and thorough manner

A

Handling Complaints

41
Q

Responsibility for resolving the complaint by telling the customer that you will do everything in your power

A

Take Responsibility for Doing Work

42
Q

Commonly used six-step method for dealing with all complaints

A

Take appropriate action

43
Q

Recognize and respect customers thoughts and feelings

A

Step 1, Listen Carefully

44
Q

Establish the scope and nature of the problem

A

Step 2, Acknowledge

45
Q

Inform the customer of the action you wish to take

A

Step 3, Respond

46
Q

Implement the agreed-upon solution within a reasonable time frame

A

Step 4, Take Action

47
Q

Inform a higher authority of a complaint when necessary

A

Step 5, Report

48
Q

In-house meeting to debrief with other staff or management, or to complete relevant documentation as requested by the establishment

A

Step 6, Follow-up

49
Q

A situation where the customer mentions they intend to refer to complaint to the authorities

A

Escalated Complaint

Prelims (5 decks)

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