Chapter 23 - Success through Communication

What characteristics are vital for a team to be effective?

1. Cooperation 2. Promptness 3. Trust

What kind of channels does communication flow through within the CS department? Can you tell me about them?

1. Formal - work issued/related 2. Informal - non-work related

How is a "profession" defined?

A membership limited to those with education and experience in a specialized body of knoweldge.

How is a "professional" defined?

A person in an occupation that requires extensive knowledge and skills to be successful.

Emotions that cause a person to react to people and/or situations in a predetermined way is define as...

Attitude

Moral behavior relates to what?

Basic principles about what is right and wrong

____________, ____________ & ____________ behavior is helps promote efficient customer service

Cheerful courteous and friendly behavior

Positive reinforcement used to encourage CS technicians to follow proper work behaviors, and negative reinforcement to discourage inappropriate work behaviors.

Coaching

The process of transmitting information from one person to another by use of words and non-verbal expressions, such as body language is known as?

Communication

The broad range of human characteristics and dimensions that impact the employees' values, opportunities and perceptions of themselves and others at work.

Diversity

A step in the communication process that occurs when the listener asks a question, repeats information or otherwise helps the speaker to know if the message has been correctly received.

Feedback

What's the difference between formal and informal groups?

Formal groups are groups, committees, teams or boards that work together to accomplish task(s) or goal(s) Informal groups are essentially just "cliques", people who vibe off similar interests and energy.

The development and maintenance of effective interpersonal relationships that enhance teamwork is known as?

Human relations

Why is effective communication an important dimension of interpersonal skills?

It allows a person to understand someone else's needs and interests.

Specialized words of phrases known only by people working in a position.

Jargon

What's critical for CS techs to continually make full contributions?

Ongoing professional development and continuing education

The quality of each step in the processing cycle is affected by what?

Previous AND subsequent steps

As it relates to communication, the ability to apply what is a characteristic of a professional CS tech?

Proper communication and human relations skills

The sequence of steps used to address customer complaints and problems in a manner that yields a win-win situation for the customer and the department.

Service recovery

Legal behavior is determined by what?

The authority of laws

Why are human relations skills important?

They enable people to use the information gained from communication to interact effectively with others

True or False? CS techs must follow a professional code of behavior that includes moral, legal and ethical aspects of responsibility

True

True or False? Quality service is a reflection of professionalism and it requires maturity, self-esteem, competence, confidence and a positive attitude.

True

True or False? What one does (or not do) DOES affect the work of others and also impacts the success (or failure) of the CS department.

True

True or False? When communicating with someone, you should ask open-ended questions when asking for feedback

True.

Ethical behavior relates to?

What is right and wrong relative to the standards of conduct for a profession