Which of the following is not a suggestion for impromptu speaking?

Ryan: I have noticed that when we talk, we start out calmly and then we both become defensive. How can we talk calmly without being defensive to solve this problem? In this statement, Ryan is using

a. meta-communication. b. empathy. c. stonewalling. d. control-communication.

Parker and Lee helped the Pennsylvania Railroad Company gain approval for a rate hike by ______.

a. using opinion leaders to gain public support b. relying on scientific persuasion techniques c. hiring lobbyists to draft legislation d. establishing a corporate PR department