Marco wants to get hired by a company, so he studies the company’s background to prepare for an interview with the hiring manager. Marco is focusing on the interaction goal known as

When a speaker delivers a speech word for word from memory without using notes, he/she is practicing _______ speaking

Fill in the blanks with correct word

When dealing with unsatisfied customers, one important aspect of handling the situation is to uncover the source of dissatisfaction – not to just try to make them feel better

Indicate whether the statement is true or false.