Across
- 2. The claimants is angry at the, not you
- 4. If the claimant is upset stay
- 10. Have a thick
- 11. Be assertive but not
- 13. It's ok not to have all the
- 14. Use supportive
Down
- 1. Ensure you correctly, your claimant before anything else
- 3. Be aware of your
- 5. Actively
- 6. Watch you when speaking to claimants
- 7. Focus on the
- 8. Clarify what is being
- 9. If you do this you will calm down
- 12. This action shows you understand your claimants feelings