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