1.Define the following terminology:

Communication

Coaching

Conflict

Consultation

Courtesy

Cultural Awareness

External Stakeholders

Employee satisfaction

Issue resolution

KPIs

Internal Stakeholders

Mediator

Mentoring

Networking

Organisational Policies and Procedures

Performance Appraisals

Performance Management

Policies and Procedures

Problem Solving

Rapport

Root Cause Analysis

Underperformance

Workplace Outcomes

2. List and define 6 principles of effective communication.

3. Discuss importance of the quotation, "Leadership comes from the top down".

4. What methods can be used to develop trust and forge effective relationships with: