______________ is a research technique that focuses on understanding user needs through observation rather than from users' direct articulation of their needs

Which of the following will best help a new employee establish credibility with customers?

A) Understanding the company's history B) Establishing qualifications and areas of expertise C) Being aware of communication skills D) Bragging about previous records and successes E) Using hyperbole when discussing past achievements

According to the text, emotional intelligence can be learned _____

a. with practice by strengthening your abilities b. by applying political behavior to accomplish results c. if you are highly motivated and young enough to change d. a and c e. none of the above