Chimp Paradox Crossword

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Across
  1. 3. Try to take this out of the situation during Service Recovery
  2. 5. Your Chimp uses these to work out what is happening
  3. 7. Giving this to a colleague when they've done a great job at Service Recovery will make their chimp happy
  4. 11. A technique for managing your chimp, it's about getting it off your chest
  5. 12. This can be a great tool for reprogramming your computer
  6. 14. Your Human using this type of thinking to form a plan of action
Down
  1. 1. We refer to this as the Human part of the brain
  2. 2. You need to have strategies for managing this
  3. 4. To manage your Chimp you can give it a banana! These are the two types of bananas you can use
  4. 6. The Chimp is this many more times powerful than the Human
  5. 8. The third step of ILEAD, a crucial part in making the guest feel that you understand their problem
  6. 9. Send this message when the guest is upset and their chimp is in control
  7. 10. Don't use this word when responding to a guest
  8. 13. It's important that you have _________ and helpful references in your computer