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