What are the four steps of the crisis communications process?

Cassie felt ignored because Jaime kept playing on his phone during their lunch together. This example best illustrates which type of disconfirming message?

a. impersonal b. ambiguous c. incongruous d. irrelevant e. impervious

In a team presentation, one good way to project the impression of unity is to have all the speakers

a. ?wear button with the project slogan b. ?use common themes and phrases c. ?copy each other's intonation and accent d. ?dress in similar clothing