Admin I Chap. 4

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created 7 years ago by kmak
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1

active listenng

part of two-way communication, such as offering feedback or asking questions; contrast with passive listening

2

aggresive

imposing one's position on others trying to manipulate them

3

assertive

being firm and standing up for oneself while showing respect for others

4

body language

nonverbal communication, including facial expressions, eye contact, posture, touch, and attention to personal space

5

boundaries

a physical or psychological space that indicates the limit of appropriate versus inappropriate behaviour

6

closed posture

a position that conveys the feeling of not being totally receptive to what is being said; arms are often frigid or folded across the chest

7

conflict

a opposition of opinions or ideas

8

customer service

the assistance and advice provided by a company to those people who buy or use its products or services.

9

empathy

identification with or sensitivity to another person's feelings and problems

10

feedback

verbal and nonverbal evidence that a message was received and understood

11

heirarchy

A body of persons having authority.

12

homeostatis

balanced, stable state within the body

13

hospice

volunteers who work with terminally ill and their families

14

interpersonal skills

attitudes, qualities, and abilities that influence the level of success and satisfaction achieved in interacting with other people

15

open posture

a position that conveys a feeling of receptiveness and friendliness; facing other people with arms comfortably at the sides of in the lap

16

passive listening

hearing what a person has to say without responding in any way; contract to active listening

17

personal space

a certain area that surrounds a individual and within which another person's physical presence is felt as an intrusion

18

rapport

a harmonious, positive relationship