| active listening |
Giving your full
attention to the speaker and demonstrating this by nodding the head or
making a verbal comment. |
| appropriate
questioning techniques |
Using questioning
methods (closed, open and probing questions) that will elicit the
required information |
| Body language |
The way in which
a person uses their body actions to indicate a mood or frame of mind |
| Business Plan |
Is a statement
setting out the mission, goals, objectives and strategies for a
business for the next 12 months (usually) |
| clarify |
Making sure the
information is correctly understood by the listener |
| client |
A customer of the
business |
| confirmation |
Checking information to ensure it is correct |
| Cultural
diversity |
Differences in
people due to race, religion, language, dress or country of origin. |
|
enquiry |
To seek
information |
| goals |
Something to be
achieved |
| guideline |
Information that acts as a guide for the user |
| interpersonal
skills |
The way a person
relates to another person through body language, listening and
questioning |
| paraphrase |
To re-word a statement without changing the meaning. Sometimes it is
used to clarify details with a client. |
| policy |
A statement that
sets out a course of action for the business on a particular issue eg
emergency procedures |
| professional &
courteous manner |
A polite way of
dealing with people that meets an acceptable industry standard |
| sensitivity |
An awareness of
another person’s situation and responding accordingly |
Glossary