p.2

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Across
  1. 5. (n.) the opinion that people in general have about someone or something, based on what has happened in the past
  2. 6. (adj.) determined or trying hard to become more successful than other people or companies
  3. 8. (n.) a plan of what someone is going to do and when he/she must do each thing
  4. 11. (n.) the reputation a company gained and can be regarded as an asset
  5. 13. (n. phr.) an ability to use a logical method of thinking to examine and understand something
  6. 14. (adj.) working independently for different companies rather than being employed by one particular company
  7. 15. (n.) an ability to find ways of dealing with problems
  8. 16. (n.) an ability to exchange information or express ideas and feelings
Down
  1. 1. (n.) an ability to communicate and interact with people properly
  2. 2. (n.) the ability to change to suit a new situation
  3. 3. (adj.) including everything that is necessary
  4. 4. (n.) an ability to decide about something important
  5. 7. (n.) an ability to use your imagination to produce something new
  6. 9. (n.) a person that someone works with
  7. 10. (n.) the quality of being faithful to someone or something
  8. 12. (n.) a person who receives services
  9. 17. (n.) the level of confidence and positive feelings that the staff have