Unit 4 Vocab CSS

Vocab for Unit 4 CSS

Non-Verbal Communication (Body Language Cues)

Conscious or unconscious gestures and movements that express feelings or intentions.

Gestures

Hand or body movements used to show feelings; too much movement may indicate anxiousness or excitement; clenched hands can indicate anger or exhaustion.

Face

Shows expressions about emotions and thoughts

Posture

How you stand; proper posture shows interest and listening; slouching shows indifference.

Voice

Tone and volume; too loud shows excitement or anger; too low shows uneasiness or fear.

Movement

Body movement; fidgeting signals nervousness or boredom; quick moves toward someone can indicate aggression or a desire to dominate.

Touch

Physical contact; shaking hands can signal respect; may be necessary in some jobs (e.g., shoe sales, tailoring); other forms may be inappropriate.

Appearance

Overall look; proper appearance shows care; lackluster appearance signals indifference.

Service Recovery

Actions a retailer takes to address a customer complaint or service failure.

Brand

The process of defining and promoting what you stand for as an individual.

Personal Brand

Culmination of experiences, skills, and values that differentiate you.

Employability

Quality of being suitable for paid work.

Reading

Ability to read at an age-appropriate level; key to performing tasks at work and learning.

Writing

Ability to communicate with proper grammar and intention.

Math

Ability to compute basic mathematical problems.

Computer Technology

Understanding and using modern technology to better assist the customer and the company.

Problem Solving

4-step approach: A Define Problem; B Identify solutions; C Pick a solution; D Take Action.

Critical Thinking

Review, analyze, and determine the best solution.

Time Management

Plan and organize work, set priorities, maintain control, and reduce stress.

Decision Making

Anticipate consequences, identify and prioritize key issues, and have a back-up plan.

Customer Focus

Be pleasant, kind, professional; provide prompt service as quick as possible.

Business Fundamentals

Know the functions of the company; keep confidential information secure; maintain a safe environment.

Analytical

Straight to the point; knows data and details; may seem impatient but is concrete and goal-oriented.

Intuitive

Prefers the big picture and will lose interest if the conversation gets too structured or deep.

Functional

Similar to Analytical but needs a step-by-step breakdown of the process.

Personal

Seeks a personal connection; generally happy, easy-going, with a positive attitude.