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LOMA ACS 100 Chapter 12 to 14 fully solved already passed
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LOMA ACS 100 Chapter 12 to 14 fully solved already passed
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LOMA ACS 100 Chapter 12 to 14active listening - correct answer ✔✔The process of concentrating entirely on a speaker's verbal and
nonverbal communication
adult ego state - correct answer ✔✔A behavior pattern in which a person objectively analyzes data and
makes decisions based on this analysis
aggressive behavior - correct answer ✔✔A behavior pattern that occurs when a person lashes out at
others with little regard for their feelings
assertive behavior - correct answer ✔✔A behavior pattern that occurs when a person states his positions
clearly and firmly, but in a constructive rather than destructive manner
association - correct answer ✔✔The reputation of an employee's company and the employee's
relationship with the company
attribution - correct answer ✔✔The perceptual process of assigning reasons for a person's behavior in
order to explain his actions
attributional bias - correct answer ✔✔A perceptual error that occurs when we assign generalized, poorly
thought-out reasons for the behavior of others
avoidance - correct answer ✔✔A conflict management approach that entails physically or
psychologically removing oneself from a conflict situation
character - correct answer ✔✔A person's integrity and principles
child ego state - correct answer ✔✔A behavior pattern in which a person responds to others in the
helpless, complaining tone of an unhappy child
, closed question - correct answer ✔✔A specific inquiry that can usually be answered with "yes," "no," or
a short factual statement
coercion - correct answer ✔✔An attempt to convince others to do something they really don't want to
do
competence - correct answer ✔✔A person's knowledge and ability
conflict - correct answer ✔✔The clash of opposing attitudes, desires, interests, ideas, behaviors, goals,
or needs
content reflection - correct answer ✔✔In paraphrasing, the practice of repeating some of a customer's
words
cooperation - correct answer ✔✔A conflict management approach in which the parties involved in a
conflict discuss the conflict openly and honestly and look for a resolution
emotion-focused coping style - correct answer ✔✔An approach to handling stress in which a person
takes steps to improve his ability to cope with stress
explanation - correct answer ✔✔A factual description of how things work or why certain actions are
taken
follow-through - correct answer ✔✔Taking the action you agreed to take during the negotiation or, in
some cases, making sure that another person or area takes the agreed-upon action
fundamental attribution error - correct answer ✔✔The tendency to underestimate the influence of
situational factors and to overestimate the influence of personal factors when we examine the behavior
of other people
funnel technique - correct answer ✔✔A questioning strategy in which the person asking questions
moves from general to specific questions, beginning with broad, open questions and progressing to
narrow, closed questions
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