Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
11 Cards in this Set
- Front
- Back
|
communication
|
the process of exchanging information in verbal, non-verbal, written or electronic form between internal and external customers
|
|
|
conflict resolution
|
the process of solving disagreements or issues by adopting techniques of due process - listen, acknowledge, respond, report, follow up.
|
|
|
cultural diversity
|
the degree of difference related to ones cultural background and beliefs
|
|
|
needs and expectations
|
needs are the basic requirements for life as opposed to our anticipation or expectation of the way something should be
|
|
|
internal customers
|
refers to ourselves, workmates and colleagues
|
|
|
external customers
|
our clients and customers, people who pay for goods and services such as a guest at a resort
|
|
|
verbal communication
|
using words to convey a message and the use of questioning, active listening and answering
|
|
|
paralanguage
|
the way we use our voices to convey meaning eg sarcastic or happy.
|
|
|
non-verbal communication
|
conveyed by means other than words includes body language, gestures, timing, environment and personal presentation
|
|
|
written communication
|
relies on the use of words and how they are presented eg memos, reports, rosters and orders, emails and marketing material
|
|
|
customer types
|
- families
- business people - couples/newlywed - singles - elderly - tourists - disabled |
