Across
- 2. Skill that involves acknowledging feelings
- 5. Feeling acknowledged builds this
- 6. The listening style where you ask too many questions
- 7. Opposite of multitasking during a conversation
- 9. Repeating back what you heard to confirm understanding
- 11. Interrupting to share your own story is going on a ___
- 12. What customers want to feel when they share concerns
Down
- 1. Paying full attention to the speaker
- 3. Checking email while listening is called ____ listening
- 4. The most effective listening style
- 8. Type of question that draws out more information
- 10. The Legendary Service Customer Service Model