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