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29 Cards in this Set
- Front
- Back
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Ethics
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Moral Standard of Right and Wrong
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Implied Confidentiality
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your obligation to not share information with individuals whom the business is of no concern
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Networking
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Meeting and developing relationships with individuals outside one’s immediate work area; the act of creating personal relationships
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Customer Service
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The treatment an employee provides the customer
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Value
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Getting a good deal for the price paid for a product 1
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Communication
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the process of a sender transmitting a message to an individual (receiver) with the purpose of creating mutual understanding
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Gossip
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Personal information about another individual that is hurtful and inappropriate
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Performance evaluation
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A formal appraisal that measures an employee's work performance
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Job Description
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A document that outlines specific job duties and responsibilities for a specific position
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Mission statement
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a company's statement of purpose
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Strategic plan
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a formal document that is developed by senior management; the strategic plan identifies how the company secures, organizes, utilizes and monitors its resources
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Reciprocity
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creating debts and obligations for doing something
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Profit
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revenue (money from sales) minus expenses (the costs involved in running the business)
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Human Resource Department
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a department responsible for hiring, training, compensation, benefits, performance evaluations, complaints, promotions, and changes in work status
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Legitimate power
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power that is given to you by the company
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coercive power
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power that is derived from your formal position(negative and uses threats and punishment)
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rewards power
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ability to influence someone with something of value
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connection power
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based on using some else's legitimate power
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charismatic power
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form of personal power that makes people attracted to you
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Information power
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based upon an individual's ability to obtain and share information
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expert power
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power that is earned by one's knowledge, experience, or expertise
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Verbal Communication
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Process of using words to send a message
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Nonverbal Communication
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what you communicate through body language
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Written Communication
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form of business communication that is printed, handwritten, or sent electronically
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Business letter
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formal, written form of communication used when your message is being sent to an individual outside of your organization
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Business memos
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(sometimes called interoffice memorandums) are used internally - that is, when the written communication is bing sent to a receiver within an organization
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Handwritten note
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more personal form of communication, appropriate to send a handwritten note to acknowledge special events in careers or personal lives
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Documentation
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formal record of events or activities
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First step is to stay calm, let the customer talk, and listen for facts
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How to handle a difficult customer
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