0.4 - 0.6 Review

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Across
  1. 2. When a customer becomes upset, staying calm and helpful can help ______________ the situation.
  2. 3. When employees feel heard and respected, their job satisfaction and overall ______________ improve.
  3. 10. Wrongful or criminal deception intended to result in financial or personal gain.
  4. 11. A customer who is treated well is more likely to return, which helps build a base of ______________ customers.
  5. 12. The unjust or prejudicial treatment of different categories of people.
  6. 13. Nonverbal communication includes things like facial expressions and hand ______________.
  7. 14. A ______________ can happen when a person does not listen carefully or makes wrong assumptions.
  8. 15. Employees who show ______________ speak in a respectful tone and avoid using slang, even when dealing with difficult customers.
  9. 16. A person's ______________ of voice can affect how a message is received, even if their words are correct.
  10. 18. At work, your messages should be clear and______________ so others understand quickly.
  11. 19. When an individual's personal interests, family, friends, financial, or social factors could compromise his or her judgment. (3 words)
  12. 20. Companies invest in training because clear communication increases ______________ and helps the company run smoothly.
  13. 21. Aggressive pressure or intimidation.
  14. 23. The corrupt solicitation, acceptance, or transfer of value in exchange for official action.
  15. 24. Making sure the customer is happy with the service or product lead to customer ______________.
Down
  1. 1. Poor communication and emotional outbursts are examples of communication ______________.
  2. 4. The unauthorized or unproductive use of time for personal tasks or non-work-related activities during paid hours. (3 words)
  3. 5. If something isn't clear, you can ask questions or summarize what was said to get ______________.
  4. 6. Employers expect all workers to provide excellent ______________ service at all times.
  5. 7. Practicing ______________ listening means giving full attention to the speaker and showing that you are listening.
  6. 8. Greet customers with a warm smile and show ______________ by using kind, respectful language.
  7. 9. Good workplace ______________ is one of the most important skills employers look for when hiring.
  8. 17. To avoid frustration, employees should focus on ______________ and avoid making customers wait.
  9. 22. One of the top complaints from customers is that employees don't use ______________ listening when helping them.