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 re- sponsibility for your own situation and constructively confront others to address problems and conflict. Behaviors specific actions a person performs. Behaviors are critical because they are ob- servable and can be seen and evaluated by others. Beneficial feedback specific, honest, constructive, ongoing, and timely information in- tended to assist the employee in making meaningful workplace improvements. Be sure to give feedback that can actually help the employee improve while there is still an opportunity to make improvements. Blind spot something about your behavior that you do not see and that impacts others in a negative manner or prevents you from reaching your goals. Coaching the process of equipping people with the tools, knowledge, and opportunities they need to develop and become more effective in their roles. Communication an ongoing process of information exchange, by means of a channel (or medium), where both the sender and receiver of the message create their own perceptions of the message's meaning. Culture a pattern of shared basic assumptions that the group learned as it solved its problems of external adaptation and internal integration that has worked well enough to be considered valid and, therefore, to be taught to new members. Organizational culture, in sum, determines the way things are done in the workplace. © American Management Association. All rights reserved. http://www.amanet.org/ 205