Work With Colleagues And Customers

Front 1

Internal Customers

Back 1

workmates and colleagues from other departments within the same organisation

Front 2

External Customers

Back 2

clients (including paying customers, members of other hospitality and tourism industry sectors), individuals or groups (such as consultants and committees), government organisations, local residents, visitors and media personnel

Front 3

Communication

Back 3

the exchange of information

Front 4

Body Language

Back 4

communication using body movements or gestures instead of, or in addition to, words and sounds

Front 5

Colleagues

Back 5

associates or workmates (in a profession or workplace

Front 6

Empathy

Back 6

the ability to be aware of and share another person's feelings, experiences, and emotions

Front 7

Interpersonal Skills

Back 7

skills that help communication between people, such as body language, listening skills, politeness and cooperation

Front 8

Teamwork

Back 8

the work or activity of a number of people acting together as a team

Front 9

Personal Presentation

Back 9

a range of factors related to physical presentation, personal hygiene, how you speak, get along with others and deal with issues that arise in the workplace

Front 10

Special Needs

Back 10

a term used to describe individuals who need additional assistance for medical, mental or psychological disabilities

Front 11

Cultural Differences

Back 11

variations in the attitudes and behaviours that characterise the functioning of different groups and/or organisations

Front 12

Stereotyping

Back 12

ideas or preconceptions about a thing, or a group of people, that may often be untrue or only partly true

Front 13

Communication Medium

Back 13

tools and methods for storing and delivering information such as emails, faxes and letters

Front 14

Feedback

Back 14

information given about the value, effect or result of an action or process

Front 15

Quality Service

Back 15

service that meets or excepts the needs and expectations of customers

Front 16

Conflict

Back 16

sharp disagreement or struggle over ideas, interests or purposes

Front 17

Subtext

Back 17

an underlying theme

Front 18

Customer Complaints

Back 18

any communication a customer has with a company/staff member in which displeasure or dissatisfaction is expressed

Front 19

Time Management

Back 19

managing the use of job schedules and planning for the purpose of achieving maximum productivity, maximum time utilisation and minimum time wasting

Front 20

Task Management

Back 20

the coordinating and sequencing of jobs to maximise efficiency and quality