Do My Best

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Across
  1. 1. 16% of your message comes across through your _____ over the phone.
  2. 4. 84% of your message comes from ____ over the phone.
  3. 5. Be active during your shift. Tidy up, clean, be creative. Look for ways you can add to the experience others have when they come in contact with us. (Anchor behavior)
  4. 7. Confidence is that i have something to say, ______ is that there is nothing i need to hear.
  5. 8. Value the input and expertise of family, case managers and other stakeholders. Be aware of body language and tone as you communicate with confidence and openness.
Down
  1. 2. Do what we say we will do; follow through; take responsibility for things.
  2. 3. Be self-assured and not ignore or retreat from difficult conversations, maintain the self esteem of others by believing in their capabilities.
  3. 6. My word is my ______.