Provalus - November 2022

4. Feeling what another feels.
9. Microsoft's utility for recording, storing and sharing information.
10. Use this to be able to better understand the issues an end-user is having.
13. The part of an email that greets the recipient.
14. A Microsoft collaboration utility for chatting, meetings and sharing information.
16. Relaxing exchange, verbal nods, being adaptable, respecting cultural differences and avoiding assumptions are all part of what?
18. Microsoft's web-based collaborative utility used primarily for document management.
19. Microsoft's cloud storage.

1. To help calm down an end-user who is having a bad day and taking it out on you.
2. The amount of curosity a person displays.
3. What ALL callers should be treated with.
5. 'When did it start' and 'What changed' are examples of what type of question?
6. Working together as a team.
7. A type of smile that involves the eyes.
8. Quality in the voice that expresses the speaker's feelings or thoughts, often toward the person being spoken to.
11. When you can finally tell an irate caller to calm down.
12. Fortifying a connection with a caller is called building a ______________?
15. Don't be afraid to _________ the conversation to get the answers to your probing questions.
17. A hardware device that connects externally to a computer system.