The process of changing or reinforcing a listener's attitudes, beliefs, values, or behavior is

Rachel is giving a speech to the local chapter of the

American Cancer Society that proposes relaxing the restrictions placed on tobacco advertising. You can best characterize her audience as being ___________. a) unreceptive b) receptive c) mixed d) neutral

Sun is generally considered by her boss to be very good at being aware of, understanding, and managing the emotions of those people who work for her. She has also demonstrated the ability to do the same with her own emotions. Because of these abilities, it may be said that Sun exhibits a high level of __________.

A. information triage skill B. emotional intelligence C. critical listening skill D. listener apprehension