Active listening - The practice of listening expansively, not only to the words spoken, but to the complete message another person is sending through nonverbal indicators such as tone, volume, and body language. The overall goal of active listening is to reduce or eliminate misunderstandings and establish clear communication of thoughts and ideas between the speaker and the listener., Customer service - A set of skills including listening, empathy, accessible language, and specific techniques intended to support the needs of families and others you encounter in your role with OhioKAN. The foundation of customer service is treating each person with courtesy, respect, and dignity., Discrimination - The unequal treatment of members of various groups based on race, ethnicity, gender, gender expression, socioeconomic class, sexual orientation, physical or mental ability, religion, citizenship status, a combination of those identified, and/or other categories., Empathy - An emotional skill set that allows us to understand what someone is experiencing and to reflect back that understanding., Negative self-talk - An often-involuntary form of self-critical inner dialogue that causes you to doubt your own strengths and capabilities for growth and change. For example, “I never get anything right.”, Passive listening - A style of listening where the listener doesn’t engage or ask questions, and therefore may not truly understand or hear what the speaker is saying., Positive/neutral self-talk - An often-involuntary form of self-compassionate inner dialogue that helps you to believe in your own strengths and capabilities for growth and change. For example, “I’m going to rock this presentation!”, Racism - The systematic subjugation of members of targeted racial groups, who hold less socio-political power and/or are racialized as non-white, as a means to uphold white supremacy. Racism differs from prejudice, hatred, or discrimination because it requires one racial group to have systematic power and superiority over other groups in society. Often, racism is supported and maintained, both implicitly and explicitly, by institutional structures and policies, cultural norms and values, and individual behaviors., Reflective listening - A component of active listening in which the listener first seeks to understand what the speaker is trying to communicate, then reflects the message back to the speaker through repeating, rephrasing, paraphrasing, and/or asking questions to confirm that the speaker’s message has been understood., Selective listening - A type of listening that involves consciously or unconsciously choosing to listen to what is relevant to you and ignoring what is not., Self-talk - An internal dialogue that can shape your beliefs, influence your emotions and behavior, and eventually become what you consider as fact., Sexual harassment - According to the Equal Employment Opportunity Commission (EEOC): Unwelcome sexual advances, requests for sexual favors, and other verbal or physical harassment of a sexual nature in the workplace or learning environment., Jargon - Special words or expressions that are used by a particular profession or group and are difficult for others to understand., Affective empathy - One’s own emotional attunement with another person’s experience (also referred to as experience sharing)., Cognitive empathy - The ability to recognize and understand another person’s emotions (also referred to as perspective-taking.),

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