Unit 5: Vocabulary

Please study the 12 vocabulary below and press the Mark Complete button to continue.
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allegations
claims where blame is placed on someone without proof, e.g. for bad service or theft, etc.
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The allegations the customer made about the waiter were untrue, he had not been rude to them.
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argument
an attempt by someone to convince another person that they are right in their way of thinking and give reasons to defend this; usually these are unpleasant for both parties
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I had to be careful how to deal with this customer because I had heard her arguing with the manager earlier and I did not want to cause another argument.
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behaviour
the way in which someone reacts to a situation or feeling that can be seen by others
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My manger is watching my behaviour towards the customers and if he is pleased with what he sees, he will give me a pay rise.
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defense mechanism
unconscious coping methods used by a person in the attempt to reduce anxiety created by their environment, such as threats from other people
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Last time I dealt with this customer, I was so afraid I used a defence mechanism; I blamed someone else to get away from them quickly.
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difficult customer
a person who is paying to stay at the hotel and is complaining about part of the service they have received
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I was very worried when my manager said I had to deal with the difficult customer.
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employee
someone who is hired to perform certain duties, and is given set roles and responsibilities to carry out
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I was so pleased at becoming employee of the month; it showed that my boss appreciated how hard I had worked.
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golden rule
a term often used when giving staff instructions on their roles and responsibilities; the most important thing to remember about their job
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Housekeeping said the golden rule to keeping this customer happy was to make sure he had plenty of fresh towels.
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interact
communicate with someone else with or without speaking
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Learning how to interact with customers is a really important part of working with the public.
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open body language
the non-verbal communication of a person, including movements, gestures, mannerisms, such as standing or sitting in a relaxed pose with uncrossed legs and arms, to show a person that they are approachable and friendly
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When my friend was very cross with the waiter, remaining calm and collected, and showing open body language helped calm the situation down.
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paraphrasing
the ability to repeat what somebody else has said, but using fewer words to summarize and emphasize that one has understood what was communicated
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Paraphrasing is something I am not very good at, because I nearly always forget something that is said to me.
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reputation
public image; the collective idea, beliefs, or opinion that other people have of a specific person or entity
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The hotel had a fantastic reputation, so we immediately booked the largest suite when it became available.
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summarize
to rephrase everything that has been said in one or two short sentences, usually to clarify intent or meaning
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Summarizing the customer's complaint helped me see how I could solve it for them and it also helped to put the customer's mind at ease.
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