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