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Activity 3 Matching terms
Match the following terms to their definitions
| Conflict situation | The listener demonstrates their attention and understanding by using appropriate body language and clarifying points with the speaker |
| Conflict resolution techniques | Workers who are suitable or capable of performing the task |
| Feedback | Making decisions through a group consensus |
| Negotiation | The awareness of cultural differences and the effect they have on behaviour, expectations and values |
| Follow-up | The ability to successfully share information with work colleagues and customers |
| Win-win | The strategies used to find a solution for difficult situations |
| Level of authority | Ways in which disagreements can be worked out. This could include discussion, mediation or any other means to enable both parties to reach agreement |
| Problem-solving | A set of circumstances where standard communication techniques have not allowed all parties to reach agreement |
| Cultural sensitivity | Ways of asking questions which enable the asker to gain the information needed |
| Questioning techniques | A solution to a problem which makes each person feel they have gained something |
| Active listening | A response to a query or a reaction to something. It is intended to be used in relation to future discussions and decisions |
| Appropriate personnel | The process of checking that tasks have been carried out and ensuring that all ‘loose ends’ have been tidied up |
| Collaborative decision-making | The limitations that restrict the company or organisation’s actions |
| Communication skills | The rank or decision making power a person has within the company. For example: a sales assistant might have to refer a customer to an employee with a higher level of authority to issue a refund |
| Enterprise/organisational Constraints | The process of working out compromise or concessions which suit both parties |
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