Matching Pairs Soft Skills MatchingOnline version Match the action to the soft skill by Victoria Sorensen 1 Hold Technique 2 Delivering Bad News in a Positive Way 3 Face Noises 4 Personally Accusing 5 Call Close 6 Call Ownership 7 Voice Tone 8 Dead Air 9 Greeting 10 Avoiding Escalations Final offer Call the customer back to the phone One moment while I... You didn't send in the order Heavy sighs Heavy obligating Thank you for calling ICU Medical Wishing them away Negative Great time to use the customer's name