SIRXCEG008 Manage Disrespectful Customers

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Across
  1. 2. Knowing yourself and your actions.
  2. 8. Acting appropriately and competently at work.
  3. 9. People have different ways of thinking and acting.
  4. 10. The way someone acts.
  5. 11. A set of rules to follow.
  6. 12. A question with a limited answer (yes/no).
  7. 15. Fixing a problem.
  8. 18. Angry and ready to fight.
  9. 21. Understanding your own and others' emotions.
  10. 23. Not wanting to do something.
  11. 24. Paying close attention to what someone is saying and feeling.
  12. 26. Both people understand each other.
Down
  1. 1. Calming a situation down.
  2. 3. Saying something in different words.
  3. 4. Rude or impolite.
  4. 5. Very offensive and insulting.
  5. 6. Nonverbal communication with gestures and expressions.
  6. 7. Behaving in a way that bothers others.
  7. 13. A question that encourages discussion (not yes/no).
  8. 14. Understanding someone else's feelings.
  9. 15. Helping someone.
  10. 16. A law made by the government.
  11. 17. Being honest and open.
  12. 19. Disagreement or argument.
  13. 20. Treating others with courtesy.
  14. 22. Limits we set to protect ourselves.
  15. 25. Making something clearer.