For the PR practitioner, the most important knowledge of new technology is a comprehension of desktop publishing and its implication on producing PR messages because expertise with other new technologies can be delegated to technology specialists, either in-house or at outside production companies

Backchanneling cues are

A) nonverbal behaviors indicating that the speaker needs to repeat or explain something he or she said earlier. B) unvaried responses that indicate boredom. C) metaphorical steps backing through a descriptive process. D) responses to indicate the listener's degree of involvement while the speaker is talking.

All but one of the following are ways of achieving empathy

A) See the sequence of events as the speaker sees it. B) Engage in two-way conversation. C) Focus on the facts, rather than the feelings. D) Try to eliminate physical and psychological barriers to equality, such as staying behind an executive desk.