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