Midterm crossword

2. Keep in mind a smile originates in two places the _____ and eyes
4. you can't buy loyalty you must _____ it
6. Active listening begins by hearing and receiving the verbal and nonverbal aspects of the message
9. sorting fact from opinion
10. provides feedback to the sender on how well the message was understood
11. centeredness refers to the degree of vested interest we may have in our own point of view
12. a log or journal maintained by a company or individual
15. an organization's personality
16. refers to the sounds that are irrelevant to the conversation

1. place the message in meaningful context
3. greet customers with your
4. people outside of our company with whom we do business
5. an action that can be observed or measured
7. previews incoming information to determine if it is appropriate to the needs of the person the message is aimed at
8. customers are typically a company's employees
13. hierarchy of active listening
14. social networking sites