What elements are included in the expanded pyramid style of writing?

The responsiveness of an organization to a customer is important because:

A. Customers tend to exaggerate wait times B. Customers want quality C. Customers feel more important the longer they wait D. B and C above

__________ communication, in which there is genuine two-way interaction between participants, is preferable to monologic communication

Fill in the blank(s) with the appropriate word(s).