__________ is important because bad experience about a product or service can easily spread through word of mouth
a) Customer relations
b) Employees relations
c) Investor relations
d) Environmental relations
a
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Drew is dating Kelly, who is highly argumentative. Kelly wants to adapt to Drew's low argumentativeness style to increase the effectiveness of their relationship. What advice should Kelly follow?
a. use feed-forward messages to help Drew process her arguments b. hold her tongue; Drew can't handle argumentativeness c. reduce all nonverbal feedback except for eye contact d. use more hedges and tag questions to ease Drew into the conversation
Penn State officials failed to reveal what they knew about the child sex abuse scandal as quickly as they should, and the school's greatest loss was
A) football bowl game revenues B) the death of Coach Joe Paterno two months after the scandal was revealed C) the public relations and legal costs of $23.5 million D) its once pristine reputation E) the National Collegiate Athletic Association fine of $60 million