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15 Cards in this Set
- Front
- Back
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4 phases of communication
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attention understanding acceptance action
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feedback
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important to the action phase of communication
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probing listener
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this listener asks alot of questions
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judgemental listener
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offers advice , makes statements you're just going to have to understand
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empathy
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putting one self in another person's place
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role playing
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the spontaneous acting out of a rela -life situation
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team building
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the most popular type of organizational development (OD)
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Change
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any modificaton of the status quo
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Counseling
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the discussion of an emotional problem with an employee for the general objective of eliminating or decreasing it.
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ethnocentrism
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the belief that one's ways of doing things are superior to that of others
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inidividualism
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the dtendency of people to look after themselves and their immediate family only
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cultural assimilator
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a programmed learning technique that is designed to expose members of one culture to the values of another culture
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first law of service
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satisfaction equals perception minus expectation
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resume
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summary of one's education work experience training and references
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action
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the last step in the communication process
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