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