Column A

$1.$

Listening:

Listening

$2.$

Straight Talking:

Straight Talking

$3.$

Non$-$verbal Communication:

Non$-$verbal Communication

$4.$

Stress Management:

Stress Management

$5.$

Emotional Control:

Emotional Control

Column B

a$.$The way you look, listen, and create react gestures speaks far more than feelings than words Your body language tells a story Reading other people's body language helps you recognize when there is a problem

b$.$Understanding what the customer$/$client$/$guest feels is key to making them feel safe and understood Hear what they have to say It$$s ok to repeat for clarity and reassurance

c$.$Small amounts of stress can actually be helpful at work. A driving force When you are under layers of stress you may be misunderstood and there will be sudden changes in your behaviour

d$.$Your feelings can be the cause for the decisions you make Controlled emotions can help you to make better judgement calls Customer$/$client$/$guest will understand you clearly

e$.$Simple, friendly conversations can build mutual trust and even detect problems. Solutions come quickly and smoothly Chats can lead to future opportunities