Lesson 5 Vocabulary.docx - TQM101 Quality Customer Service Key Terms and Defnitons \u2010 Lesson 5 Term Definition Attending Behavioral Styles Biases

Lesson 5 Vocabulary.docx - TQM101 Quality Customer Service...

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TQM101 Quality Customer Service Key Terms and Defnitons Lesson 5 Term Definition Attending The phase of the listening process in which a listener focuses attenton on a specifc sound or message being received from the environment Behavioral Styles Identfes categories of human behavior that behavioral researchers have identfed. Many of the models used to group behaviors date back to those Carl Jung identfed. Biases Beliefs or opinions a person has about an individual or group, often based on unreasonable distortons or prejudice Circadian Rhythm The physiological 24 hour cycle associated with the earth's rotaton that afects metabolic and sleep patterns in humans as day displaces night Closed Ended Questions Inquiries that typically start with a verb and solicit short one syllable or one word answers (e.g., “yes,” “no,” or a number) and can be used for such purposes as clarifying, verifying informaton already given, controlling conversaton, or affirming something Comprehending or Assigning Meaning The phase of the listening process in which the brain attempts to match a
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