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