1. CHAPTERS 8, 10 & 11 STUDY GUIDE  MARKETING  DYNAMICS

2. top management  An example of ______________ is a chief financial officer.

3. attitude  is a mental outlook toward people and situations

4. body language is physical movements and actions that express thoughts and attitudesis physical movements and actions that express thoughts and attitudes

5. consensus.  is a decision reached by a group after discussion

6. Customers  are the source of direction for the company in horizontally organized companies.

7. Delegation  is assigning tasks to others on a team or within a company in order to get the job done.

8. emotional blocks  are a bias against a speaker’s opinions

9. Empathy.  is understanding

10. enumerate  means to list several items in order

11. Feedback  is verbal or nonverbal response to the speaker such as body language.

12. Flattening  the organization is reducing the number of company supervisors and eliminating levels of management is known in business.

13. feedback  Give the speaker _______________in order to demonstrate whether or not you understand a message

14. horizontal organization  is a self-managed structure

15. Informing  is when your supervisor is explaining the company’s new health care plan to you

16.  In order to write clearly and effectively, a writer must know three things before beginning to write;  the reader,  the subject and  the purpose

17. initiative  is a desire and ability to start a task or project  or  Initiative is the ability to come up with new ways of doing things and to find solutions to seemingly impossible problems.

18. interpersonal skills  are techniques for working and relating well with others

19. management  is a process of reaching goals through the use of technology and human and material resources

20. mission statement  is a description of a company’s ultimate goals

21. motion  is a proposal

22. nonverbal messages  are facial expressions and body movements

23. Parliamentary procedure  is the structure used for organizing and running a formal meeting.

24. Persuade  is when a salesperson describes how a particular item will meet a customer’s needs.

25. Quorum  is at least 51 percent of a group  Responsibility  is being accountable for one's actions, working without much supervision, and always doing one's job.

26. Self Control  is an interpersonal skill that is specifically needed for success in dealing with customers.  Setting  is where communication takes place.

27. Staffing  is the selection and training of new employees.

28. Supervisors  assign work duties and supervise employees.  Team members share leadership skills when they meet together to give feedback on individual performance. skills when they meet together to give feedback on individual performance.

29. teamwork  is an effort made by a group working toward a common goal

30. Know the purpose.  The first thing a person must do before reading is

31. vertical organization  is the traditional company structure

32. Time management  is an essential personal skill that involves learning to budget the hours in your day in order to meet your responsibilities.

33. What are two traits that foster a positive outlook?  interest and enthusiasm

34.  You can best improve your vocabulary while performing the communication skill known as reading.  You must always follow company policy when dealing with customer’s complaints.

35.  You must know your strengths and weaknesses in order to change.

36.  GO  TIGERS!!!