ANTICIPATING
CUSTOMERS
LISTENING
OBSERVING
QUESTION
ADAPTING
FEEDBACK
CLOSED
ACTIVE
IMPACT
NEEDS
OPEN
O
P
E
N
B
I
T
J
A
D
A
P
T
I
N
G
V
Z
B
A
C
T
I
V
E
P
A
K
R
N
O
O
L
A
S
B
V
F
O
S
A
L
I
I
D
G
O
O
Z
O
O
I
O
V
F
K
D
N
E
M
B
O
Z
I
P
Q
J
U
A
U
U
T
Y
E
T
D
A
G
N
R
T
U
P
L
O
E
I
F
O
L
E
I
E
V
A
O
W
S
T
I
B
M
T
Z
E
Z
O
N
C
S
M
U
A
U
E
Q
A
G
F
O
O
E
R
L
P
I
O
S
R
C
S
U
I
D
A
A
E
T
D
E
O
E
P
L
R
C
B
O
Q
B
A
E
Z
D
W
B
U
B
E
A
C
E
R
F
D
T
I
A
U
O
E
I
A
R
S
Q
T
D
M
B
A
E
X
E
P
U
O
I
X
C
M
E
J
I
L
O
U
U
D
Q
K
L
D
S
M
Y
K
U
R
M
N
O
T
C
P
Z
Q
L
E
D
U
P
K
T
J
V
E
G
Y
S
F
H
J
I
E
J
A
Q
A
U
T
M
I
Z
H
Z
U
I
A
N
U
I
I
P
U
C
E
I
H
N
G
I
I
C
X
A
Q
G
P
T
A
U
T
M
N
J
G
L
L
I
S
T
E
N
I
N
G
A
H
