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 Dead Air 4 Hold Technique 5 Call Close 6 Call Ownership 7 Avoiding Escalations 8 Voice Tone 9 Greeting 10 Personally Accusing One moment while I... Great time to use the customer's name Call the customer back to the phone Wishing them away Negative Heavy obligating You didn't send in the order Final offer Heavy sighs Thank you for calling ICU Medical