One research study concluded that Americans are writing and caring "less about community bonds and obligations" and more about themselves

When you perform _____ speaking you run the greatest risk of forgetting parts of your speech and awkwardly searching for words in front of your audience

A) impromptu B) memorized C) manuscript D) extemporaneous

When Mona, the customer service representative at a local retail store, encounters an emotional client, a good way for her to handle the situation is to:

A. Try to pace them to a calmer state by matching their style and then slowing down the rate of speech and emotions. B. Let the customer get his/her emotions out, and consequently, he/she will be much calmer. C. Ignore the client altogether, making them come back at another time. D. Suggest that another representative help the emotional customer.