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able Acknowledge Active Listening skills Administration answer appropriate assigned Attending bank Basic Skills Behaviors calls classroom communication cycle communication skills Community Relations cost course managers creates customer satisfaction deliver Demonstrate desk disaster discuss distractions Division Chief Emergency Training Center emotions Empathy employee equipment external customers Eye contact feedback feelings FEMA FEMA’s Strategic ﬂood insurance Focus Goal Hearing Help high-tech Identify improve internal and external issue limited Maintain manner meaning Meet minutes mitigation Movement National Emergency Training Non-verbal Cues Notes Objective 3.2 Observer watches partners partnerships person perspective pool prepare present professional Project Impact provides quality service Public Affairs public sector QThe Quality customer service questions Receiver reﬁised relationship Remember Responding ringing role play rumors s/he Sender sensitive Seven Show sound speaker spouse steps Study task technician told Topics triad understand Unit Objectives victim Videotape vision