BMTI-Unit 2
Use flowery words
Be simple and direct
Leave out some details so they have to call you
Use long sentences that go into great detail
Argue with the customer
Deal with the problem not the customer
Hear the customer out, calm them, and resolve the situation
Continue to go about your day and forget what happened
Reactive
Proactive
Business Letter
Memo
Resume
Jargon
Empathize
Flowcharts
Intonation
Bored
Angry
Judgmental
Defensive
Skimming
Compromise
Judgmental
Body Language
Passing along factual data
Sending information to another person
A two-way process of sharing information
Shouting a request across a noisy room
Attitude
Personality
Mannerism
Self-esteem
Judgement
Ethics
Bias
Understanding
Setting
Channels
Feedback
Receiver
Sender
Receiver
Reader
Interceptor
Sign of nervousness
Courtship gesture.
Sign of thinking.
Sign of lying.
Argue with the customer
Deal with the problem not the customer
Hear the customer out, calm them, and resolve the situation
Continue to go about your day and forget what happened
Proactive
Reactive
Customer Relations
Conflict Resolution
Perception
Agenda
Pretend listening
Pronunciation
Fragmented listening
Enunciation
Fragmented listening
Distraction
Prejudging
Pretend listening
Enunciation
Pronunciation
Active listening
Grammar
Jargon
Clientele
Agenda
Delegation
Audience, Receiver
Encoder, Decoder
Sender, Receiver
Source, Receiver
Chew gum
Speak quickly
Use eye contact
Fidget Nervously
Construction noises going on outside
Nodding your head with understanding as the speaker talks
Multiple conversations going on all around a restaurant
Listening to the radio while you do your homework
Informative
Persuasive
Entertaining
Persuade
Entertain
Inform
Evaluate