CHAPTER 23

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Across
  1. 4. lacking _________ on the job is a behavior that can impede success.
  2. 5. comparing duties on each shift can cause ___________.
  3. 6. asking yourself this question, 'What are the consequences of my actions?' is what type of consideration?
  4. 7. when staff and _________ get along, it plays a part in job success.
  5. 8. basic __________ skills is being able to concentrate on the speaker, not let emotions influence the discussion, and taking notes during a discussion.
Down
  1. 1. the process of transmitting information and understanding from one person to another by using of words and non-verbal expressions such as body language
  2. 2. what word means, 'emotions that cause a person to react to people and/or situations in a predetermined way'.
  3. 3. when people are valued, __________ and employee turnover is minimized.
  4. 9. knowing how your facility wants you to answer the phones is an example of telephone ____________.