The four stages of listening include hearing, understanding, ________, and responding
a. ordering
b. directing
c. developing
d. evaluating
Answer: d
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Which conflict management skill is especially effective at identifying areas of further discussion after both people have had a chance to speak?
a. asking questions b. lightening up and reframing c. presuming and expressing goodwill d. practicing cultural sensitivity
When discussing questions of policy, persuasive speakers usually focus on
A) beliefs about right and wrong, resources, and suitability. B) emotional appeals, warrants, and needs. C) need, resources, and suitability. D) need, plan, and suitability. E) need, warrants, and suitability.
Two techniques for making your material interesting are
A) visual aids and handouts. B) emphasis and variety. C) humor and gesture. D) transitions and summaries.
Based on the “playbook” for crisis management, what should senior management do when a crisis occurs?
a. Have a public interview with a television reporter to manage the story. b. Have locally based company officials handle the media. c. Issue a written public statement of sympathy. d. Be on site immediately after an accident.