Glossary
Abilities what a person needs to be competent in on the job, often described as skills or competencies.
Active listening a way of listening that ensures that you hear the words and understand the meaning the other person is trying to convey. Requires that a person understand hidden messages in nuances, intonations, facial expressions, and context.
Assertive communication the ability to openly and honestly express ideas in a direct manner. We certainly need to be respectful of others, but we also have the right to assert our positions so that they are understood. Assertive communication skills allow you to take responsibility for your own situation and constructively confront others to address problems and conflict.
Behaviors specific ...
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