Glossary of Terms
Kerri Shields
- attending
-
To focus on a particular sound or message. We are more likely to attend to messages that are about us; and to humor, new ideas, real or concrete things.
- customer service goals
-
Customer service goals are targets for your customer experience typically set by customer-facing teams and individuals as part of strategic planning and performance management (Spacey, 2020)
- dichotic listening
-
A task in which different audio streams are presented to each ear. Typically, people are asked to monitor one stream while ignoring the other.
- fallacies
-
faulty logic
- inattentional blindness
-
The failure to notice a fully visible, but unexpected, object or event when attention is devoted to something else.
- inattentional deafness
-
The auditory analog of inattentional blindness. People fail to notice an unexpected sound or voice when attention is devoted to other aspects of a scene.
- Physiological noise
-
noise stemming from a physical illness, injury, or bodily stress
- Psychological noise
-
noise stemming from our psychological states including moods and level of arousal
- remembering
-
Ability to recall information. We tend to remember what is important to us.
- responding
-
Verbal and nonverbal process to confirm understanding
- response preparation
-
refers to our tendency to rehearse what we are going to say next while a speaker is still talking
- selecting
-
Sorting through various sounds and deciding to which sounds to pay attention.
- understanding
-
Assigning meaning to messages. Assigning a familiar pattern based on knowledge, experience, senses, etc.
