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Definition
| A word, sound, action, or gesture that refers to something else. |
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| Converts ideas into words or gestures. |
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| Verbal and nonverbal responses of the receiver. |
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| Triggers the desire to communicate internally or externally. |
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| The speed at which a speaker delivers a speech. |
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| The highness or lowness of the speaking voice. |
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| Includes all unwritten and unspoken messages. |
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| Anticipating the Audience |
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Definition
| Knowing what the reader is like and how that reader will react to the message. |
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| Placing the main idea at the beginning of the message. |
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| Audience centered, purposeful, and economical. |
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| The subject is the doer of the action. |
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| Two processes: grouping and pattern. |
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| Researching, Organizing, and Composing. |
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| Language that expresses clear meaning. |
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| You, as a customer, must write to identify a wrong. |
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| A company receives a claim and decides to respond favorably. |
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| May be written to nominate people for awards and for membership in organizations. |
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Definition
| Provides prospective employers with a third-party perspective on a candidate's job skills, abilities, work ethic, or character. |
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| A job that is not available at the present time. |
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Definition
| A follow up letter that confirms details and formalizes the acceptance. |
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Definition
| A concise summary of an applicant's qualifications for employment. |
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Definition
| The most popular resume format that lists work history job by job starting with the most recent position. |
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| Rejection Follow-Up Letter |
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Definition
| A follow up letter for a job that you were interested in but did not get. |
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| Stripped of formatting and placed with the body of an e-mail message. |
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Term
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Definition
| A job opening that has been announced. |
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| Summary of Qualifications |
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Definition
| Includes three to eight bulleted statements that prove you're the ideal candidate for the position. |
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Term
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Definition
| May be solicited or unsolicited and is used to apply for a job that may or may not be advertised. |
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Term
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Definition
| Includes an electronic resume, reference letters, special achievements, awards, certificates, and work samples. |
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| Explains specifically what the applicant can do to meet the organization's needs. |
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| Belief that 100% understanding is possible. |
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| Processes information and uses it to explain the behaviors of others and self. |
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| Differences in the meaning of words. |
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| Thinks about the message, makes more extensive inferences, evaluates and judges. |
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| Listeners select or ignore one or more stimuli. |
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Definition
| Listeners assign meaning to the message. |
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Term
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Definition
| After confrontation has reached crisis proportions. |
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| The total business cost of acquiring a new customer. |
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Term
| Customer Relationship Management(CRM) |
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Definition
| The marketing strategy of maximizing shareholder value. |
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Term
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Definition
| A warm welcome that begins with a smile and an extension of the arm to shake the customer's hand. |
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Definition
| When a service facility can hold vehicle/vessel if owner cannot or will not pay. |
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Term
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Definition
| One and a half(1.5) hours of labor which may be a standard charge. |
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| The reimbursement to the customer when an invoice charge is greater than expected(possibly justified) and disputed. |
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| The compensation or satisfaction for a wrong or injury. |
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| Viewed as binding contracts between a customer and the service facility. |
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| Transactional Relationship |
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Definition
| The association between and business and a customer that relates to a purchase or a business deal. |
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| Work Order Classification |
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Definition
| Includes three categories: Maintenance, Repair, or Diagnosis |
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| Complete history with accompanying details. |
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| The authorizations given over the phone. |
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Term
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Definition
| What you all just lost... |
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