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