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Chapter 4

Comm. & Role of the Techs w/ the Cust. Pati./Terms & Definitions

TermDefinition
Attitude A mental disposition or feeling a tech adopts towards customers, co-workers, or duties @ work
Channel A means of communication that can be a written message, spoken words, or body language
Communication The ability to express oneself in such a way that one is understood readily & clearly
Compassion A feeling of wanting to help someone who is sick or in trouble
Diplomacy The skill of dealing with others w/out causing bad feelings is
Etiquette An unwritten guideline or rule of behavior
Nonverbal Communication Communication using message or signals & no spoken language
Perception The way a person thinks about or understands someone, or something is
Tact The ability to do or say things w/out offering or upsetting other people
Verbal Communication The sharing of information by individuals through the use of speech
Created by: Yolypooh
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