A B C D E F G H I J K L M N O P Q R S T U V W X Y Z
A
Active listening: Using nonverbal cues, paraphrasing, questioning, and other techniques to
let a speaker know that a message has been heard and understood
B
C
Collaboration
D
E
Empathize: Putting yourself in another person’s place
Environmental distraction: An aspect of the setting that diverts the listener’s attention away
from the speaker’s message, such as poor lighting, noise, or uncomfortable seating
Evaluating
F
G
H
I
J
K
L
M
N
Nonverbal: Communication that involves the use of gestures or facial expressions, rather
than the use of words
O
Open Mindedness: Willingness to consider different ideas or opinions
P
Paraphrasing: Restating a message in other words in order to confirm or clarify its meaning;
does not involve judgment or evaluation
Problem Solving
Q
Questioning: Using straightforward, non-judgmental questions to clarify or to get
more information
R
Reflecting: A thought, idea, or opinion formed as a result of thoughtful consideration of facts, observations, and experiences.
Responsibility: The quality of a person who can be trusted to do what is expected or required
JFK High School of Business 