A ______ is a predetermined dialogue that states how to respond to common problems.

A quiet customer who allows problems to mount up is referred to as a(n):

_______ emphasizes practice that turns information into knowledge and then into practiced experience.

When companies try to anticipate and solve problems before they occur, they are engaging in:

Which of the following is not a component of a win-win negotiation?

A level ___ listener may be daydreaming, forming a premature reply, or faking attention while thinking about unrelated matters.

An interpersonal process requiring a give and take between the participants is called:

_________ refers to a strategy with the purpose of doing whatever it takes (legally and within reason) to keep a company’s current customers on a long-term basis.

Which conflict management style involves an entrenched, almost combative attitude based upon the unshakable conviction that you are right?

______ is an enormous employee motivational tool that can give a business the competitive edge it needs to survive.