Chapter 2 Review

a person whose verbal or nonverbal communication aims to hurt or put other people down in a disrespectful way.

• active listening
• aggressive communicator
• assessment
• chain of command

the official organizational structure that tells who reports to whom

• aggressive communicator
• mediation
• chain of command
• facilitator

a person who creates situations just that help students learn by developing activities that actively involve students in learning, rather than just presenting information

• assessment
• facilitator
• chain of command
• mediation

asking questions and restating ideas to discover the true message of the sender

• active listening
• optimism
• mission statement
• professional development

determining how much a student or class has learned or is in the process of learning

• organizational culture
• assessment
• aggressive communicator
• optimism

the "personality" of an organization based on the assumptions, values, standards, behaviors, and actions of people, as well as the tangible signs of an organization

• chain of command
• mission statement
• organizational culture
• mediation

the official version of an organization's purpose and goals, along with policies and procedures

• optimism
• organizational culture
• mission statement
• professional development

the process of bringing about agreement or reconciliation between opponents in a dispute

• professional development
• aggressive communicator
• facilitator
• mediation

taking part in professional organizations, attending seminars and conferences, pursuing an advanced degree, or other activities meant to improve one's professional knowledge and skills

• active listening
• assessment
• mission statement
• professional development

when there is a discrepancy between verba and nonverbal messages

• ethics
• mediator
• proactive
• mixed messages