CROSSWORD CH. 23

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Across
  1. 5. RELATES TO WHAT IS RIGHT AND WRONG RELATIVE TO THE STANDARDS OF CONDUCT FOR A PROFESSION
  2. 8. WHERE SOME OR ALL EMPLOYEES ON ONE SHIFT BELIEVE THAT THEY DO MOST OF THE WORK
  3. 9. THE PROCESS OF TRANSMITTING INFORMATION AND UNDERSTANDING FRON ONE PERSON TO ANOTHER
  4. 11. RECOVERY THE SQUENCE OF STEPS USED TO ADDRESS CUSTOMER COMPLANTS AND PROBLEMS IN A MANNER THAT YELDS A WIN-WIN SITUATION FOR THE CUSTOMER AND THE DEPARTMENT
  5. 12. SLANG
Down
  1. 1. THE DEVELOPMENT AND MAINTENANCE OF EFFECTIVE INTERPERSONAL RELATIONSHIPS THAT ENCHANCE TEAMWORK
  2. 2. THE BROAD RANGE OF HUMAN CHARACTERISTICS
  3. 3. EMOTIONS THAT CAUSE A PERSON TO REACT TO PEOPLE AND/OR SITUATIONS IN A PREDETERRMINED WAY
  4. 4. IS DETERMINED BY THE AUTHORITY OF THE LAWS, AND ONE MUST NEVER OVERSTEP THE LIMITATIONS OF THESE RESPONSIBILITIES.
  5. 6. POSITIVE REINFORCEMENT USED TO ENCOURAGE SP TECHNICIANS TO FOLLOW PROPER WORK BEHAVIORS, AND NEGATIVE REINFORCMENT TO DISCOURAGE INAPPROPRIATE WORK BEHAVIORS
  6. 7. RELATES TO THE BASIC PRINCIPLES ABOUT WHAT IS RIGHT AND WRONG
  7. 10. WORKING AS A TEAM