Taking the H.E.A.T.

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TKESNOPSERYTDLZ MOVVOLIKOQPYTIS TONEXSKXTZQHUPV KWREACTIONUTOYS OWLGCLWDUDRAMYJ DHYDMXGTKIRPEAM TAKEACTIONYMHCT APOLOGIZEGWYTYC YRWWYUNYXCQSROO XHBOWKJRCOYPAGN PLKNHELPINGMEMS YKLKKISAGECSHIU EXHXZUNCEVWENQM MCUEMPATHIZINGE TVCPRENCOURAGER
1.
Tone
2.
Sympathy
3.
Encourage
4.
Knowledge
5.
Consumer
6.
Apologize
7.
Empathizing
8.
Helping
9.
TakeAction
10.
Hearthemout
11.
Response
12.
Reaction