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Key terms and concepts
| Active listening | The listener demonstrates their attention and understanding by using appropriate body language and clarifying points with the speaker |
| Appropriate personnel | Workers who are suitable or capable of performing the task |
| Collaborative decision-making | Making decisions through a group consensus |
| Complaints and conflict | Any situation where there is a disagreement. It could be over work allocation or work processes or procedures. It could be between workers or between a client/patron and an entertainment industry employee |
| Communication skills | The ability to successfully share information with work colleagues and customers |
| Conflict | A disagreement |
| Conflict resolution techniques | Ways in which disagreements can be worked out. This could include discussion, mediation or any other means to enable both parties to reach agreement |
| Conflict situation | A set of circumstances where standard communication techniques have not allowed all parties to reach agreement |
| Cultural sensitivity | The awareness of cultural differences and the effect they have on behaviour, expectations and values |
| Customer complaints | Customer complaints usually arise when the goods they receive are not what is expected (damaged/unfit for service) or their expectations of service have not been met |
| Documentation | Evidence provided or collected as reference material |
| Feedback | A response to a query or a reaction to something. It is intended to be used in relation to future discussions and decisions |
| Follow-up | The process of checking that tasks have been carried out and ensuring that all ‘loose ends’ have been tidied up |
| Individual responsibility | The duty of a single person |
| Level of authority | 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 |
| Negotiation | The process of working out compromise or concessions which suit both parties |
| Enterprise/organisational constraints | The limitations or restrictions that restrict the company or organisation’s actions |
| Problem-solving | The strategies used to find a solution for difficult situations |
| Questioning techniques | Ways of asking questions which enable the asker to gain the information needed |
| Win-win | A solution to a problem which makes each person feel they have gained something |
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