Demeanor
Looking directly at the speaker's eyes to show you are paying attention, with natural, subtle glances away to avoid staring
Eye Contact
Understanding the need for flexibility and changes to occur.
Accommodating
Restating the points in your own words to confirm understanding.
Active Listening
Communicating while being respectful, supportive, and constructive, even when you’re giving feedback or addressing a problem.
Positive Tone
Creating and reviewing a structured agenda ahead of time so you know exactly what topics to cover, how long each will take, and what outcome you want.
Preparedness
Calling back the individual for their appointment shortly after they have arrived.
Punctuality
Putting your phone away and only using your computer for activities related to the contact.
Minimizing Distractions
Understanding someone’s background, struggles, and pressures to help respond more effectively.
Empathy
The expression of admiration, approval, or commendation for someone's actions or qualities, often acting as a form of positive reinforcement or recognition
Praise
Able to communicate effectively using detail and context for meaningful communication.
Articulate
Treats individuals with dignity, not using pejorative names and focusing on the behavior, not the person
Doing what you say you're going to do.
Follow-Through