According to McCroskey's "Personal Report of Public Speaking Anxiety," at least 90% of college

Which of the following is not necessarily an important step for an organization to take when rectifying a mistake to a customer?

A. Apologizing to the customer B. Offering atonement C. Solving the problem D. Involving top management in solution

Steve is an outraged demonstrator who goes so far as to burn a U.S. flag. Is this considered free speech?

A) Yes; in America, any action is constitutionally acceptable. B) Yes; the Supreme Court views this as a speech act protected by the First Amendment. C) No; it represents a clear and present danger to the country. D) No; the act encourages a violent overthrow of the federal government.