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unit 2
Defining terms
| Term | Definition |
|---|---|
| Brand | a type of product manufactured by a particular company under a particular name |
| Communication styles | individuals have developed a pattern of avoiding expressing their opinions or feelings, protecting their rights, and identifying and meeting their needs. |
| Customer experience management | he practice of designing and reacting to customer interactions to meet or exceed customer |
| Customer-centrist strategy | responsible for retaining and extending customer relationships once a product or service is sold |
| Effective communication | verbal speech or other methods of relaying information that get a point across |
| Enunciation | act of pronouncing words. |
| format | the way in which something is arranged or set out. |
| Interpersonal | relating to relationships or communication between people. |
| Legal | of, based on, or concerned with the law |
| Pie chart | a type of graph in which a circle is divided into sectors that each represent a proportion of the whole |
| Report | give a spoken or written account of something that one has observed, heard, done, or investigated. |
| Text message | a short message sent electronically usually from one cell phone to another. |
| Written communication | involves any type of message that makes use of the written word. |
| Active listening | is a communication technique that is used in counseling, training, and conflict resolution. |
| Brand promise | is a statement made by an organization to its customers stating what customers can expect from their product and services. |
| Compliant | inclined to agree with others or obey rules, especially to an excessive degree; acquiescent. |
| Customers | a person or organization that buys goods or services from a store or business. |
| Efficient communication | is the ability to deliver a clear message in the shortest amount of time. |
| Ethical | relating to moral principles or the branch of knowledge dealing with these. |
| Graphic aids | are perfect for low level readers and also engage all students in the learning process |
| Interpersonal skills | used by a person to interact with others properly. |
| Logical sequencing | normally as a valid and consistent sequence of words that follow a logical system. |
| Procedures | an established or official way of doing something. |
| Service orientation | Must be able to display positive attitudes and behaviors, which demonstrate an awareness and willingness |
| Touch | come so close to (an object) as to be or come into contact with it. |
| Business | a person's regular occupation, profession, or trade. |
| Comprehension | the action or capability of understanding something |
| Customer relationship management(CRM) | practices, strategies and technologies that companies use to manage and analyze customer interactions |
| Dishonest customers | person. proceeding from or exhibiting lack of honesty |
| Electronic communication | any transfer of signs, signals, writing, images, sounds, data, or intelligence of any nature transmitted in whole or in part by a wire, radio, electromagnetic |
| ILLEGAL | contrary to or forbidden by law, especially criminal law. |
| INTERPERSONAL | is something that exists within one person. |
| Memo | a written message, especially in business. |
| proposal | a plan or suggestion, especially a formal or written one, put forward for consideration or discussion by others. |
| staff meeting | are opportunities for everyone in a company, or for members of a specific department to assemble |
| unethical | not morally correct. |
| Body language | the process of communicating non verbally through conscious or unconscious gestures and movements. |
| communication channels | Face-to-Face. Face-to-face or personal communication is one of the richest channels of communication that can be used within an organization. ... |
| continunous improvement | e name suggests, a practice of constantly re-examining and improving processes. |
| customer service | the assistance and advice provided by a company to those people who buy or use its products or services. |
| draft | a preliminary version of a piece of writing. |
| messages distributed by electronic means from one computer user to one or more recipients via a network. | |
| formal communication | refers to interchange of information officially |
| internal correspondance | can take place between organizations, within organizations or between the customers and the organization |
| jargon | special words or expressions that are used by a particular profession or group and are difficult for others to understand. |
| nonverbal communication | known collectively as “body language”), as well as unspoken understandings and presuppositions, and cultural and environmental conditions that may affect any |
| relevant sources | germane, material, pertinent, apposite, applicable, apropos mean relating to or bearing upon the matter in hand. |
| Target audience | a particular group at which a film, book, advertising campaign, etc., is aimed. |
| verbal communication | is the use of sounds and words to express yourself, especially in contrast to using gestures or mannerisms |
Created by:
queenkayla74
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