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