Utility Specialist Certification Study Guide
Chapter 7 Vocab.
active listening - ANS-a structured face-to-face communication technique that improves
performance and increases understanding between people. The sender uses the name
of the person with whom they are trying to communicate and states the message. The
receiver paraphrases the message to indicate they understand the message and if the
message was properly understood, the sender acknowledges it was.
brand - ANS-name, service, trademark, color, or other attribute that distinguishes a
product or service from competitors.
certification - ANS-A process in which a person, an institution, or a program is evaluated
and recognized as meeting certain predetermined standards to provide safe and ethical
services.
credential - ANS-ISA certification or other industry qualification, certifying that an
individual has attained a generally accepted level of knowledge in a specific subject
area or profession, such as tree work.
customer relations - ANS-discussions and negotiations with individual customers.
customer service - ANS-attention to customers' interest before, during, and after
vegetation management work.
Desensitization - ANS-process by which personnel become become indifferent or
disconnected from customers and their concerns.
empathy - ANS-the action of understanding, being aware of, being sensitive to, and
vicariously experiencing the feelings, thoughts, and experience of others.
friendly language - ANS-choice of words that deliberately emphasizes a helpful or
non-confrontational approach. For instance, instead of saying "you have to..." using "it
would be better if we..." instead.
Chapter 7 Vocab.
active listening - ANS-a structured face-to-face communication technique that improves
performance and increases understanding between people. The sender uses the name
of the person with whom they are trying to communicate and states the message. The
receiver paraphrases the message to indicate they understand the message and if the
message was properly understood, the sender acknowledges it was.
brand - ANS-name, service, trademark, color, or other attribute that distinguishes a
product or service from competitors.
certification - ANS-A process in which a person, an institution, or a program is evaluated
and recognized as meeting certain predetermined standards to provide safe and ethical
services.
credential - ANS-ISA certification or other industry qualification, certifying that an
individual has attained a generally accepted level of knowledge in a specific subject
area or profession, such as tree work.
customer relations - ANS-discussions and negotiations with individual customers.
customer service - ANS-attention to customers' interest before, during, and after
vegetation management work.
Desensitization - ANS-process by which personnel become become indifferent or
disconnected from customers and their concerns.
empathy - ANS-the action of understanding, being aware of, being sensitive to, and
vicariously experiencing the feelings, thoughts, and experience of others.
friendly language - ANS-choice of words that deliberately emphasizes a helpful or
non-confrontational approach. For instance, instead of saying "you have to..." using "it
would be better if we..." instead.
