Use the Capability Cards to match the Descriptor to the correct Heading
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Matching exercise

Match the items on the right to the items on the left.
Keep control of own emotions and stay calm under pressure and in challenging situations
Set and example for others to follow
Be willing to develop and apply new skills
Work to understand the perspectives of others
Actively listen to others and ask questions to clarify own and others' understanding.
Show respect, courtesy and fairness when interacting with customers
Step in to help others when workloads are high
Use interpersonal skills to defuse arguments and resolve conflict
Do not give up easily when problems arise