Communication Skills in Retail & Service Settings(Worksheets & Activities)

Week 2 – Communication Skills in Retail

1. Turn these negative phrases into positive ones:
   a) ‘That’s not my job.’
   b) ‘You’ll have to wait.’
   c) ‘I don’t know.’
2. Write down how you would calm an angry customer in 3 steps.
3. Describe body language that shows active listening.