Flashcards on Mindset, Empathy, and Communication

Front

Mindset is a series of self-beliefs that people hold about others, and not about themselves.

Back

False

Front

When communicating with non-native speakers at the workplace, we should avoid using too much slang and learn to speak slowly and clearly.

Back

True

Front

Emotions can act as a communication barrier when we substitute rational thinking with our own judgments, interpreting messages differently based on our emotional state.

Back

Emotions influence communication by altering how messages are perceived, especially during distress or happiness.

Front

Michelle practices active listening by asking clarifying questions and paraphrasing concerns to confirm understanding.

Back

Active listening is a key communication skill for addressing customer concerns effectively.

Front

Michelle demonstrates active listening by asking questions, paraphrasing concerns, and showing understanding through appropriate gestures.

Back

Active listening builds trust and ensures effective resolution of customer concerns.

Front

My colleague’s skills as viewed with a Growth Mindset:

Back

Comes from hard work; always room for improvement.

Front

Growth mindset perspective on skills:

Back

Skills come from hard work and there is always room for improvement.

Front

Social media blunder: Posting photos in staff uniform while working.

Back

Consequence: This can put the hotel's reputation at stake.

Front

Social media blunder: Sharing content without reading it.

Back

Consequence: People may misunderstand your intentions, leading to miscommunication or conflict.

Front

Positive self-talk is a simple yet effective way to enhance your professional image.

Back

It helps in staying motivated, confident, and focused in the workplace.