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18 Cards in this Set

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  • Back
Facial expressions and body positions that relay a person's feeling.
Non-verbal Communication
Sending and recieving messages; an exchange of thoughts, ideas, and beliefs between two or more people.
Communication
A note sent within a company used to aid the memory of the recipient, usually concerning office matters in a company.
Memorandum
Words a person uses in speech or writing.
Active Vocabulary
The words that surround a particular word or passage that can shed light on the meaning of the word or passage.
Context
When each member of a negotiation gives up some of its demands and meets the other side halfway.
Compromise
A written document sent to someone outside of a company, usually formal in style and tone.
Business Letter
An objective, third-party expert used to help solve disputes.
Arbitrator
A listening technique that requires the listener to repeat the speaker's ideas or thoughts in his or her own words.
Paraphrasing
The words a person understands when he or she reads them or hears them spoken.
Recognition Vocabulary
A reaction or response to what is said, including verbal and nonverbal communication.
Feedback
A clash or struggle that sometimes occurs when individuals or groups have different points of view.
Conflict
Bargaining through persuasion rather than argument to resolve disputes between two or more individuals, or groups.
Negotiation
A change in tone or pitch of a person's voice used to convey meaning.
Inflection
To encourage or make something easier to accomplish.
Facilitate
The ability to understand another person's feelings and motives.
Empathy
To pull away from a volatile situation and give the other party time to cool off before attempting to resolve the conflict.
Withdrawal
To supervise or check for accuracy.
Monitor