Alura has designed a training website on how to diffuse customer anger in a customer service environment by providing examples of what to expect if a specific communication behavior is used. This is an example of organizing training content by

a. topic.
b. process.
c. procedure.
d. both a and b
e. both a and c


b

Communication & Mass Media

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Maria does not feel confident with her academic abilities in Calculus class; however, she feels

at ease with her abilities in her drawing class. This example illustrates which of the following? A) self B) self-concept C) self-image D) self-fulfilling prophecy

Communication & Mass Media

Smiling, nodding, and eye contact are three ways your face can decrease immediacy

Indicate whether the statement is true or false

Communication & Mass Media

Shelly's outline contains three main points. Under each of these points, she has indented one supporting idea. What is the relationship between Shelly's points and supporting ideas?

A. parallelism B. coordination C. discreteness D. subordination

Communication & Mass Media

The saying "opposites attract" might seem true because we are attracted by

A. appearance. B. proximity. C. complementarity. D. similarity.

Communication & Mass Media