ANTICIPATING
CUSTOMERS
LISTENING
OBSERVING
QUESTION
ADAPTING
FEEDBACK
CLOSED
ACTIVE
IMPACT
NEEDS
OPEN
O
P
E
N
D
U
U
O
A
D
A
P
T
I
N
G
V
I
A
A
C
T
I
V
E
T
Y
A
I
N
A
O
A
A
P
I
X
Y
R
S
A
A
U
Z
U
R
O
E
X
A
U
O
I
E
P
K
D
N
D
K
K
J
G
I
A
K
V
D
O
L
U
I
V
E
T
D
W
T
I
H
T
G
B
T
D
O
I
F
I
F
E
I
E
W
M
H
N
S
I
V
R
C
M
Q
E
U
A
N
C
S
X
E
D
S
E
G
J
C
M
U
X
E
T
Z
U
I
O
S
X
E
U
U
H
I
F
I
R
O
D
A
O
L
P
L
R
L
O
U
Q
E
E
I
J
J
T
B
Q
B
H
A
C
E
N
K
G
U
B
G
U
M
E
U
A
U
S
W
T
F
M
N
U
M
S
I
O
E
E
I
M
C
N
E
G
I
B
O
O
I
P
I
U
V
D
O
M
O
K
J
R
T
N
E
T
O
F
O
B
U
I
O
W
P
O
A
J
V
Y
G
N
S
F
D
E
U
G
I
E
J
A
Q
F
Z
I
A
U
V
U
U
D
T
L
F
A
I
D
C
Y
M
B
N
U
U
K
C
T
X
E
U
X
E
B
U
T
J
Q
O
G
A
L
I
S
T
E
N
I
N
G
C
V
